Priyanka Upadhyay
Bowmanville,ON
Summary
Case Manager offering passionate customers service while not sacrificing quality of service, able to handle high-pressure environments with caseloads, 5+ year of experience in life insurance sector with experience in handling new business, disbursements (loan processing, surrender of policies, partial surrender on policies) and payments. Hard working employee, reliable, excellent communication skills, organized, dependable and accountable.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Case Manager - Specialty Market
Foresters Financial
04.2022 - Current
- Handle complex case processing while keeping quality at the forefront.
- Handling phone calls from producer and customers.
- Handle new business cases, tasks and providing underwriting team an administrative assistance.
- Process loan requests up to $200,000.
- Process surrender requests.
- Process partial surrender requests.
- Handle email inquiries from agents and members.
- Liaise between producers, customers and cross functional internal teams to endure the timely and successful delivery of our solutions according to the customer needs and objectives.
- Make sound business decisions and resolve escalated customer issues in a professional manner.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Assess product guidelines and relevant documents to ensure changes meet legislative and corporate requirements.
- Assist user acceptance testing and projects when required.
- Provide job shadow and coaching to new hires in the team.
- Analyzed trends and data to inform decision-making and program development.
Case Manager - New Business
Foresters Financial
10.2020 - 03.2022
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Conducted thorough assessments of all the new business certificate and help underwriter to collect information form the client and medical vendors.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Improved agent satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Handle inbound calls from agent and agencies.
- Implemented comprehensive case management plans to address client and agents needs and goals.
- Analyzed trends and data to inform decision-making and program development.
Certificate Associate
Foresters Financial
07.2018 - 10.2020
- Responsible to handle team inbox inquiries on daily basis, review inquiry/service request to determine information or action requested and resolve any issue and escalation forwarded by other department.
- Responsible to response any urgent Member/Agent requests forwarded by case management team and service center team within established parameters.
- Verify that the contract is issued in accordance with applicable laws, regulations, Foresters Financial policies and standards, also ensure certificates have been issued as requested, capturing any amendments and required documentations deemed necessary by the Underwriter and/or Case Managers.
- Review application after issue to ensure that information was entered into the system accurately at the time of initial entry.
- If error is identified after issue, responsible for taking appropriate action to correct the file and reissue contract package.
- Responsible to assemble each contract prior to sending for mailing.
- Reviews various systems for instructions, notes and requirements as noted by case management or underwriting team.
- Document and report on daily volumes, escalate any issues related to output.
Certificate Admin Support
Foresters Financial
11.2016 - 04.2017
- Provide general support to Certificate Change, Claims and Certificate Administration Teams.
- Perform changes to beneficiary files.
- Review requests to determine information or action requested.
- Prepare and provide illustrations to producers or members as and how requested.
- Update contact information as requested.
- Update producer information as requested
- Make sure that all sent out correspondence should be in companies record.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Office Manager
Lifestyle Health Care (Chiropodist Health Clinic)
08.2014 - 04.2016
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Prepare work schedule for part time employees.
- Answering phone, email, fax and postal queries.
- Processing incoming and outgoing mail.
- Processing disability claims.
- Handling case workers call regarding disability claims.
- Processing health insurance claims.
- Processing all client orders.
- Greeting all incoming visitors to the office in a friendly, professional and hospitable manner.
- Update and ensure the accuracy of the organization's databases.
- Prepare advertisement with the help of Photoshop.
- Processing health insurance claims.
- General clerical duties such as filing, faxing, scanning etc.
- Updating employee administrative record.
- Ensures availability of merchandise and services, maintaining inventories.
- Responsible for handle all day to day cash payments.
- Responsible for update day to day and monthly sales report.
Sales Coordinator
Tradeindia.com
07.2012 - 04.2013
- Provide administrative and clerical support to regional manager and sales manager.
- Provide sales and administrative support to regional sales team.
- Updating the status of sales order in the ERP system, Order processing.
- Follow-up on order processing status.
- Preparing monthly, weekly and daily sales analysis report.
- Coordinating and responding to all requests for internal meetings.
- Responsible for providing training to newly appointed sales executives.
- Preparing proposals, agreements, sales reports, and presentations.
- Follow up with customers regarding payments within the time frame allotted.
Education
Certificate in Bookkeeping
Skills For Change
2016
MBA - Finance And Marketing
Gautam Buddh Technical University
Uttar Pradesh India. 07.2011
BBA - Business Management
Kumaun University
Uttarakhand India 08.2008
Skills
- Great Customer Service
- Administrative nature
- Attention to detail
- Highly Organized
- In depth knowledge of product, process and system
- Effective records Management
- Effective Communicator - Verbal and Written
- Analytical and problem solving nature
- Ethical decision-maker
- Active learner
- Effective stress manager
Languages
English
Full Professional
Certification
FLMI - Level 1
Timeline
Case Manager - Specialty Market
Foresters Financial
04.2022 - Current
Case Manager - New Business
Foresters Financial
10.2020 - 03.2022
Certificate Associate
Foresters Financial
07.2018 - 10.2020
Certificate Admin Support
Foresters Financial
11.2016 - 04.2017
Office Manager
Lifestyle Health Care (Chiropodist Health Clinic)
08.2014 - 04.2016
Sales Coordinator
Tradeindia.com
07.2012 - 04.2013
Certificate in Bookkeeping
Skills For Change
MBA - Finance And Marketing
Gautam Buddh Technical University
BBA - Business Management
Kumaun University
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