Tiffany Cowper
Fort Saskatchewan
Summary
Experienced with managing claims processes and leading teams to ensure efficient and accurate handling. Utilizes strong analytical skills and attention to detail to identify issues and implement effective solutions. Track record of fostering teamwork and maintaining high standards in claims management.
Overview
12
12
years of professional experience
Work History
Claims Supervisor - Casualty
Wawanesa Insurance
05.2023 - Current
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
- Maintained up-to-date knowledge on industry trends, best practices, and regulatory changes to ensure optimal decision-making in the claims management process.
- Enhanced team productivity by providing ongoing training and mentorship to claims adjusters.
- Increased accuracy in claim evaluations through comprehensive documentation and attention to detail.
- Contributed to the development and implementation of departmental goals and objectives, aligning them with broader organizational strategies.
- Reduced claim processing time by implementing efficient workflow improvements and streamlining processes.
- Optimized resources allocation by monitoring workload distribution among team members, leading to increased efficiency within the department.
Senior Bodily Injury Adjuster
Intact Insurance
04.2022 - 05.2023
- Investigated legal issues pertaining to bodily injury claims.
- Maintained claims data in multiple systems.
- Collected personal and accident related information from customers to complete claims and legal files.
- Substantiated legitimate claims and denied unjustified claims.
- Investigate loss circumstances, analyze coverage and identify loss exposures
- Negotiate a fair and equitable settlement that takes into consideration current settlement authority, standards, rules and laws
- Control quantum by thorough review of all documents and seeking the most cost effective solution
- Attend mediation, settlement conferences and/or when necessary
- Review and summarize all medical and legal reports
- Maintain reserving practices
- Resolved complex, severe exposure claims using high service oriented file handling
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Intermediate Bodily Injury Adjuster
SGI Canada
07.2019 - 04.2022
- Examined claims forms and other records to determine insurance coverage.
- Investigated legal issues pertaining to bodily injury claims.
- Maintained claims data in multiple systems.
- Collected personal and accident related information from customers to complete claims and legal files.
- Substantiated legitimate claims and denied unjustified claims.
- Investigate loss circumstances, analyze coverage and identify loss exposures
- Negotiate a fair and equitable settlement that takes into consideration current settlement authority, standards, rules and laws
- Control quantum by thorough review of all documents and seeking the most cost effective solution
- Attend mediation and settlement conference
- Review and summarize all medical and legal reports
- Maintain reserving practices
- Resolved complex, severe exposure claims using high service oriented file handling.
Bodily Injury Adjuster
Intact Insurance
05.2017 - 07.2019
- Investigate loss circumstances, analyze coverage and identify loss exposures
- Negotiate a fair and equitable settlement that takes into consideration current settlement authority, standards, rules and laws
- Control quantum by thorough review of all documents and seeking the most cost effective solution
- Review and summary of all medical and legal reports
- Attend mediation and settlement conferences
- Ensure files are coded completely and accurately
- Maintain reserving practices
Call Quality Analyst, Secondment
Intact Insurance
04.2016 - 05.2017
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored inbound and outbound calls made by numerous employees to provide constructive feedback.
- Collected and analyzed activity data and initiated, developed and recommended improvements to processes and procedures to increase productivity.
- Compiled and distributed monthly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Fixed identified issues to increase productivity and boost workflows.
Auto Adjuster
Intact Insurance
02.2013 - 04.2016
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Determined liability outlined in coverage and assessed documentation such from police and witnesses to understand damages incurred.
- Reviewed questionable claims by conducting agent and claimant interviews.
- Documented all findings in concise reports.
- Maintain reserving practices
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Verified insurance claims and determined fair amount for settlement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Document each file activity in detail
- Utilize systems completely and appropriately
Skills
- Flexible & Adaptable
- Leadership
- Bodily injury settlements proficiency
- Injury assessments
- Customer service
- Multitasking abilities
- Conflict resolution
- Excellent work ethic
Additional Information
- Participated in a National Commercial & Radio Ad for Intact Insurance
- Participated in the LGBT & Ally’s Network
- Volunteered for The Edmonton Humane Society, The Ronald McDonald House & The Edmonton Food Bank
- Obtained my CIP Designation
Timeline
Claims Supervisor - Casualty
Wawanesa Insurance
05.2023 - Current
Senior Bodily Injury Adjuster
Intact Insurance
04.2022 - 05.2023
Intermediate Bodily Injury Adjuster
SGI Canada
07.2019 - 04.2022
Bodily Injury Adjuster
Intact Insurance
05.2017 - 07.2019
Call Quality Analyst, Secondment
Intact Insurance
04.2016 - 05.2017
Auto Adjuster
Intact Insurance
02.2013 - 04.2016
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