Summary
Overview
Work History
Education
Skills
Internal Roles
Certification
Awards
Timeline
Generic

Ian Douglas

Beaver Bank

Summary

With nine years of experience at TD Insurance, I most recently held the role of Digital Chat Resource Officer, where I specialized in client service and departmental oversight. My work has centered on delivering solutions that enhance the experience for both clients and team members. I possess a solid understanding of industry standards and in-depth knowledge of underwriting guidelines at TD, ensuring compliance across departmental operations. I am eager to continue growing and advancing my career as an insurance professional.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Digital Chat Resource Officer

TD Insurance
01.2021 - Current
  • Delivered efficient and professional service by leveraging expertise in underwriting processes and digital tools to provide effective support
  • Conducted departmental oversight and audits to ensure compliance within the chat team
  • Managed relationships with product partners to resolve complex issues occurring within the business
  • Oversaw and coordinated the scheduling for the chat department


Transitional Compliance Officer for Digital Chat

TD Insurance
01.2022 - 06.2023
  • Collaborated with and mentored new hires and existing team members needing additional support to achieve departmental compliance goals
  • Provided bi-weekly coaching sessions with each advisor to tailor advice
  • Led weekly group meetings to promote discussion and ensure the implementation of best practices and standard operating procedures
  • Collaborated with each team manager to cultivate an optimal environment that supported advisor success

Digital Chat Advisor

TD Insurance
01.2020 - 01.2021
  • Promoted the use of digital channels for clients to manage inquiries and achieve their desired outcomes
  • Became nationally licensed to ensure service could be provided to as many clients as possible
  • Met and achieved monthly target goals that aligned with the department's objectives

GIAC Advisor

TD Insurance
01.2015 - 01.2019
  • Contributed to the achievement of team and department LEI and sales goals
  • Consistently exceeded performance targets; recognized as a two-time All-Star award recipient

Education

Bachelor of Arts - Political Science/History

St. Francis Xavier
Antigonish, NS
05-2014

Skills

  • Efficient and organized
  • Proficient in digital platforms at TD
  • Experienced in underwriting applications within TD's Guidewire system
  • In-depth understanding of underwriting guidelines
  • Adaptable and skilled in essential systems
  • Effective communication skills
  • Adaptable team player

Internal Roles

  • Transitional Compliance Officer
  • Chat behavior audit and department oversight lead
  • Fraud and false broker audit lead
  • Team compliance champion
  • Actmail team champion
  • Department scheduling champion

Certification

  • C11 Principles & Practices of Insurance
  • C12 Insurance on Property
  • C13 Insurance against Liability Part 1
  • C14 Auto Insurance Part 1
  • C39 – Fraud Awareness & Prevention
  • C70 Gateway to Commercial Insurance
  • C130 Essential Skills for Insurance Broker and Agent
  • C131 Advanced Skills for Insurance Broker and Agent
  • C132 Practical Issues in Broker Management

Awards

2017 All-Star winner – GIAC Advisor, TDI, 2019 All-Star winner – GIAC Advisor, TDI

Timeline

Transitional Compliance Officer for Digital Chat

TD Insurance
01.2022 - 06.2023

Digital Chat Resource Officer

TD Insurance
01.2021 - Current

Digital Chat Advisor

TD Insurance
01.2020 - 01.2021

GIAC Advisor

TD Insurance
01.2015 - 01.2019

Bachelor of Arts - Political Science/History

St. Francis Xavier

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