Marcus Jones
Mississauga,Canada
Summary
Customer-focused professional with extensive experience in insurance claims and account support. Proven expertise in client communication, billing issue resolution, and policy change processing. Recognized for maintaining composure under pressure while ensuring compliance through meticulous documentation.
Overview
5
5
years of professional experience
Work History
Accounts Representative
Intact Insurance
Edmonton, Canada
08.2023 - 07.2024
- Provided customer support for billing inquiries, payment adjustments, refunds, endorsements, and cancellations.
- Explained policy details, balances, and coverage in a clear and friendly manner.
- Processed financial transactions and account changes accurately across multiple systems.
- Documented all interactions to support compliance and audit requirements.
- Maintained strong service levels while handling high call volumes and time-sensitive issues.
Property Claims Adjuster
Intact Insurance
Ajax, Canada
07.2022 - 07.2023
- Guided policyholders through the First Notice of Loss process and answered claim-related questions.
- Collected statements, reviewed incident details, and verified policy coverage to support claim decisions.
- Collaborated with senior adjusters, underwriting, contractors, and vendors to move claims toward resolution.
- Delivered regular updates to clients to ensure transparency and reduce escalations.
- Organized claim files and documentation to meet compliance and settlement timelines.
Customer Service / Food Service
Swiss Chalet
Oshawa, Canada
09.2019 - 07.2022
- Provided fast, friendly service in a busy environment while managing multiple tasks at once.
- Resolved customer issues professionally and maintained a positive experience.
- Handled cash, orders, and transactions accurately while keeping workstations clean and organized.
Education
Diploma - Occupational & Physiotherapy Assistant
Durham College
Oshawa, ON05-2022
Bachelor of Arts - Kinesiology & Health Science
York University
Toronto, ON08-2020
Skills
- Customer service and client support
- Claims investigation and documentation
- First notice of loss (FNOL)
- Policy and coverage review
- Billing, payments, and account adjustments
- Conflict resolution and de-escalation
- Data entry and case management
- Multitasking and prioritization
- Microsoft Office and Windows OS
- Claims processing
- Policy analysis
- Customer relationship management
- Case management
Additional Information
Excellent communication and interpersonal skills, Quick learner; comfortable with new software and multi-system workflows, Experienced working with private, regulated, and confidential information
Timeline
Accounts Representative
Intact Insurance
08.2023 - 07.2024
Property Claims Adjuster
Intact Insurance
07.2022 - 07.2023
Customer Service / Food Service
Swiss Chalet
09.2019 - 07.2022
Diploma - Occupational & Physiotherapy Assistant
Durham College
Bachelor of Arts - Kinesiology & Health Science
York University