Hela Lacsamana

• Engage with clients to determine their insurance needs and provide trusted advice to ensure they are offered the best insurance coverage and protection for their lifestyle.
• Educate and promote new business opportunities, programs, and coverages in accordance with established policies and procedures.
• Built relationships with clients using active listening and issue resolution to provide excellent service.
• Handle all tasks and client inquiries in accordance with established timelines and written policies and procedures, ensuring an exceptional customer experience.
• Provided quotes and promoted products for habitational, contents, travel and vehicle insurance.
• Maintain documentation of client accounts and policies in accordance with established procedures, keeping thorough notes on activities and correspondence.
• Handle underwriter requests for information in accordance with established procedures and the privacy of personal information.
• Prepared and reviewed insurance applications to verify compliance with regulations.
• Demonstrate attention to detail and accuracy for Errors & Omissions (E&O) prevention. Escalate foreseeable or current Errors and Omissions immediately to the Branch Manager.
• Conducted annual reviews of existing policies to update information.
• Worked closely with underwriters and external carriers to ensure renewal documents and endorsements are processed in a timely manner.
• Filing all documentation in the organization database.
• Ensure proper client correspondence are sent out via mail, email or by phone as aligned with the structured process
• Collected premiums on or before effective date of coverage. Follow up accounts receivable as per the company guidelines.
• Other duties and responsibilities:

ICBC Driver Services appointed agent:

- verify identification documents presented by the customers, ensuring authenticity and meets ICBC requirements for Drivers License, BCID and/or BC Services card.

-Pre-screen and verify drivers eligibility for appropriate class of license

- Handling, filing and organizing documents in accordance with the privacy act and ICBC's rules for document retention.

- batching and forwarding of documents to the Head Office as per urgency and regular schedule

- Cash handling, ensuring POS terminal end of day report matches system revenue close out.

• Provides L1 technical support to ICT users in a BPO setting
• Identify, probe, isolate technical issues, and provide a first-call resolution, complete service request within the service level agreement
• Identify critical system issues and business-impacting outages, and notify concerned parties
• Escalate technical issues to next level support in a timely manner and follow up with them until resolution
• Manage ticketing system(ServiceNow)
• Ensure proper documentation and ticket handling
• Coordinate with the HR team and various system admins for onboarding and offboarding employees
• Network login, email account, system application login creation and deactivation
• Create service requests for software and hardware needed for business
• Assists VIP clients from offshore headquarters in setting up their laptop/computer, creating wifi access, and coordinating proximity access on the office premises with limited validity according to the agreed timeline.

• Sourcing of linguists (translators, interpreters, transcribers, and language instructors)
• Assessing and verifying resource qualifications and experience based on standards
• Creating profiles of resources, saving, and organizing documents and contracts in a database
• Coordinate projects with service providers, sales managers, and clients to ensure completion within the given deadline
• Issue purchase orders and upload invoices to the company's system
• Handles translation projects: doing word count, verifying translation pairs, sending documents to a translator and proofreader, and finalizing translated documents based on clients needs.