Jacqueline Thistel
Sutton
Summary
Dynamic professional with a proven track record in policy interpretation and claims analysis at Desjardins Insurance. Excelled in roles requiring critical thinking and effective communication, significantly enhancing customer satisfaction. Spearheaded innovative projects, demonstrating exceptional problem-solving abilities and teamwork. Service-oriented Claims Adjuster skilled at applying creative approaches to solving complex problems. Skilled in investigating and analyzing liability, and possible fraudulent activity. Excellent communication skills demonstrated through 4 years of experience interviewing specialists, witnesses and claimants to compile information.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Advisor
Desjardins Insurance
03.2020 - Current
- Evaluated and settled insurance claims in strict timeframes.
- Followed up with customers on unresolved issues.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Examined claims forms and other records to determine insurance coverage.
- Examined claims forms and other records to determine insurance coverage.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Conducted investigations to resolve secondary concerns for potential fraudulent files.
- Worked with SIU investigators to carry out further investigations when required.
- Reviewed and processed files in relation to litigation, worked with counsel to move litigation files forward
- Followed up with insured individuals regarding premium and deductibles payments.
- Followed up with insured individuals regarding premium and deductibles payments.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Directed and coordinated various investigations conducted by field investigation team.
- Directed and coordinated various investigations conducted by field investigation team.
- Reviewed client complaints with the management support team to ensure all procedures were being properly followed as per company guidelines
- Conducted calls with complainants to discuss their files and reach resolutions based on the information within the bounds of the insurance and company policies
- Used creative thinking to reach solutions for clients within the bounds of the policy aiming for win/win scenarios for everyone involved
- Created and spearheaded the 'behaviors' presentations that were presented to the entire claims floor , taught presentations to other advisor to then be able to present them themselves
Team Co-ordinator
RE/MAX
10.2018 - 02.2020
- Built strong relationships with customers through positive attitude and attentive response.
- Handled day-to-day office operations and resolved any conflicts.
- Trained, motivated and guided on-boarding members.
- Worked with internal sales department to review calls, work on scripting, assess targets
- Created marketing flyers, brochures, social media management
- Reviewing and preparing listing documents
- Managing internal database for customers, creating year long touchpoints with clients and scheduling to create further business down the road
- Coordinating photography and other vendors to assist with marketing of listings
- Conducting calls with clients to review targets, future and current marketing plans and strategies to help push listings forward.
- Managed team workload to reach targets for specific tasks.
Deal Secretary
RE/MAX
11.2016 - 02.2018
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Scheduled appointments and conducted follow-up calls to clients.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained electronic filing systems and categorized documents.
- Maintained electronic filing systems and categorized documents.
- Entered data into system and updated customer contacts with information to keep records current.
- Entered data into system and updated customer contacts with information to keep records current.
- Worked with legal counsel to provide documentation for closings
- Developed and maintained positive relationships with clients and colleagues.
- Completed data entry of legal documents into electronic filing systems.
- Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
- Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
- Reviewed documents for correctness and to ensure that all legal requirements were met
Education
Paralegal
Durham College
Oshawa, NoneSkills
- Policy interpretation
- Claims analysis
- Claims investigation
- Teamwork
- Active listening
- File and record management
- Conflict resolution
- Problem-solving abilities
- Effective communication
- Critical thinking
- Customer service
- Multitasking Abilities
- Time management
Accomplishments
Received customer service award my first year with the company for superior customer service within the Claims Advisor role
Languages
English
Certification
Completed C81 and C82 with the Insurance Institute
Timeline
Claims Advisor
Desjardins Insurance
03.2020 - Current
Team Co-ordinator
RE/MAX
10.2018 - 02.2020
Deal Secretary
RE/MAX
11.2016 - 02.2018
Paralegal
Durham College
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