MY MILES
Coquitlam,BC
Summary
To obtain a position as a Support and Recovery Specialist as I continue to expand my experience and knowledge within ICBC.
Overview
8
8
years of professional experience
Work History
VEHICLE SETTLEMENT REPRESENTATIVE
ICBC
CEF
01.2023 - Current
- Inspects total loss vehicles and researches and evaluates actual cash value of total loss vehicles.
- Settles the total loss by presenting the value to the claimant for acceptance.
- Working within the policies, procedures and guidelines, researches and analyzes all variables to determine actual cash value and appropriate settlement amount.
- Resolves disputes with claimants regarding actual cash
value of vehicle.
BROKER INQUIRY REPRESENTATIVE
ICBC
SURREY - GATEWAY
09.2019 - 01.2023
- Responded to a variety of broker enquiries regarding motor vehicle registration, licensing and insurance.
- Accesses computer databases and reference manuals to research and obtain required information.
- Provides support and information to the broker community in implementing new insurance services and initiatives, promoting a positive image of the corporation.
- Processes a variety of payments and fees, and arranges debt repayment schedule as required.
- Handled own workload in order to maintain service levels in a high volume environment and maintained well organized records of incoming telephone calls in a call center environment.
CUSTOMER SERVICE ADJUSTER
ICBC
SURREY - GCC
05.2018 - 09.2019
- Responds to customers reporting a claim within a monitored call centre environment.
- Initiates the claim file, collects first notice of loss information, and adjusts the more straight-forward, low
risk claims, or redirects to appropriate area based on type of claim. - Establishes rapport with customers through active listening, empathy and validation of
concerns. - Extracts claim information from customer by phone to determine type of claim, confirm coverage, process payments, process breaches,and outstanding debts/subrogation and liability.
- Settled low risk claims within reserve and settlement financial limits within scope of the role,
where appropriate.
CLAIMS SUPPORT ASSISTANT
ICBC
BURNABY LITS & COQUITLAM CLAIM CENTRE
09.2016 - 05.2018
- Enhanced claim processing efficiency by streamlining workflow and implementing organizational strategies.
- Provided administrative support to claims management staff, enabling them to focus on higher-level tasks and decision-making processes.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Performed a variety of administrative support functions such as filing, sorting mail, and arranging meetings.
- Prepared file documents for records retention.
Education
BCIT
Burnaby, BC06.2013
CANADIAN TOURISM COLLEGE
SURREY, BC06.2008
High School Diploma -
NORTH SURREY SECONDARY
Surrey, BC06.2006
Skills
Knowledgeable in Microsoft Word, Excel and Adobe Photoshop
Experienced in Claim centre, Policy Centre and Mitchell
Timeline
VEHICLE SETTLEMENT REPRESENTATIVE
ICBC
01.2023 - Current
BROKER INQUIRY REPRESENTATIVE
ICBC
09.2019 - 01.2023
CUSTOMER SERVICE ADJUSTER
ICBC
05.2018 - 09.2019
CLAIMS SUPPORT ASSISTANT
ICBC
09.2016 - 05.2018
BCIT
CANADIAN TOURISM COLLEGE
High School Diploma -
NORTH SURREY SECONDARY