MARK SCOTT
BRADFORD,ON
Summary
Motivated and detail-oriented professional with a strong foundation in insurance policies, underwriting and claims processing. Experienced in risk analysis and policy evaluation for personal lines. Skilled at assessing applications, calculating premiums and ensuring compliance with underwriting guidelines. Excellent interpersonal skills, with a proactive approach to problem-solving. Enthusiastic about contributing to the success of the team to accomplish company goals.
Overview
17
17
years of professional experience
Work History
Claims Advisor
Aviva Canada
04.2023 - Current
- Guided customers through the claims process by providing clear communication and addressing their concerns
- Conduct claims investigations, including coordinating, consulting, negotiating and collaborating with appraisers, body shops, third party adjusters and vendors
- Ensured proper documentation of all communications, decisions and settlements
- Explained coverages & limits & liability decisions to claimant
- Delivered a high Net Promoter score by proving amazing customer service on each client interaction
Supervisor
Specialty Life Insurance Co
11.2019 - 09.2022
- Monitored and coached5 employees to attain their monthly goals
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times
- Led daily team meetings to review performance, set targets and motivate staff
- Discussed expectations for employee performance and facilitate sessions to share knowledge of best practices
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
Licensed Insurance Representative
The Co-operators
03.2009 - 11.2019
- Provided fundamental frontline underwriting for life, home and auto insurance during client interaction
- Processed renewals & changes for auto, property and life insurance
- Built relationships with clients using active listening and issue resolution to provide excellent service
- Cross-sold insurance products to existing clients in the AS400 to reach sales targets
- Utilized CRM software to manage client relationships
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices
- Completed call observations, audits and side-by-side training
- Multi Bravo nominee
Financial Advisor
Sunlife Financial
11.2007 - 03.2009
- Connected with clients through discovery to better understand their life events and offer comprehensive insurance & financial advice
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives
- Facilitated presentation and recommendation of services by optimizing client relationships
- Educated clients on financial topics and best practices
- Responded to customer calls swiftly to resolve issues and answer questions
- Maintained high standards of customer service by building relationships with clients
Education
Working Towards CIP -
The Insurance Institute
01.2025
Ontario Secondary School Diploma -
Thistletown Collegiate Institute
06.2000
Skills
- Astounding customer service skills
- Knowledge of insurance principals, product and services
- Strong coordination and process management skills
- Adapts to change and performs effectively under pressure
- Result-oriented with a passion for putting clients first
- Employee coaching and motivation skills
- Proficient with Microsoft office, Excel, Outlook and Power Point
Timeline
Claims Advisor
Aviva Canada
04.2023 - Current
Supervisor
Specialty Life Insurance Co
11.2019 - 09.2022
Licensed Insurance Representative
The Co-operators
03.2009 - 11.2019
Financial Advisor
Sunlife Financial
11.2007 - 03.2009
Working Towards CIP -
The Insurance Institute
Ontario Secondary School Diploma -
Thistletown Collegiate Institute
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