Sofia El Filali Adib
Windsor,ON
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
12
12
years of professional experience
Work History
Bilingual Advisor Services Coordinator
Empire Life
11.2022 - Current
- Processing of daily and weekly payments, administration of ad hoc payments, holds and adjustments; additional pay related tasks as required
- Reviewing of applications received for Advisor/ MGA contracting to ensure required information is accurately provided; includes follow up on outstanding requirements as needed
- Timely investigation and response to commission and contracting related inquiries received via email and phone
- Processing new contract applications, amending existing contract information on the Fasat System for MGA's, AGA's, Producer Groups, Producers, Field Managers, Branches and Regions
- Adherence to regulations for Licensing, Sponsorship and Terminations as stipulated by Provincial Councils to mitigate penalties of fines and lawsuits to the Company
- Processing Agent of Record Changes and Block Transfers on Fasat, collection of transfer fees and processing journal entries for each
- Processing unprocessed activities, as well as override changes, banking and pay instruction changes
- Update initial and renewal Licenses and E&O information for MGA's, Producers and Field Managers
- Process terminations on Fasat as directed by EI Compliance Officer, Insurance Councils, MGA's.
Contracting Specialist
Financial Horizons Group
08.2021 - 11.2022
- Compile and forward contracting requirements & paperwork to advisors for completion
- Assist advisors with questions and completion of contract paperwork
- Provide support for Apexa On-boarding
- Maintain regular communication with advisor throughout the contracting process to completion
- Forward contract approval/issued code to advisor and Case Manager
- Work directly with multiple insurance carriers across Canada
- Provide superior customer support for internal and external partners
- Work with Branch Office Coordinator (BOC) regarding advisor walk-in questions
- Maintain a full understanding of contracting, transfers, regulatory, licensing, compliance and privacy rules/laws, contract changes, transfers of business and consolidations
- Build and maintain collaborative and constructive working relationships
- Communicate effectively with colleagues, insurance carriers, advisors and clients
- Work extensively on back office systems (WealthServ, Sentry File, Insurance Carrier websites, APEXA)
- Responsible for maintaining an organized filing system for easy referral and retrieval
- Ensure Service Level Standards are maintained.
Bilingual Assistant Advisor & Product Coordinator
CDSPI
10.2019 - 08.2021
- Delegate and distribute the work that comes through emails, voicemails and claims notifications to advisors and customer service representatives
- Collect and follow- up with documents from the clients to send to insurer to underwrite an application
- Oversee the claims department, ensure the proper claims reports are used, the proper, accurate information is entered in the system
- Assist advisors with the underwriting parts of the business as well as policy services changes
- Provide professional correspondence by letter and phone with participants
- Participate in initiatives to conserve coverage including lapsed coverage payment, and account information update calls
- Enter updates for claims on client accounts
- Work on claim projects, update training manuals and department processes
- Coach and train new hires
- Attend off site meetings as requested
- Conduct special projects as required
- Assist Administration Team as required
- Provide input or progress reports and recommendations to be presented to the Executive Team
- Perform other duties as assigned from time to time by the Vice-President, Insurance Advisory Services or the Manager, Insurance Advisory Services.
Bilingual Claims Adjuster
XN Worldwide Insurance
10.2018 - 10.2019
- Investigate claims against property and casualty coverages
- Ensure that all required forms and documents are completed
- Negotiate claim settlements in a concise and timely fashion
- Calculate and issue claims payment within line of authority
- Maintain claim records and files in accordance with corporate standards
- Recognize, determine and pursue subrogation and salvage opportunities when applicable
- Develop and maintain relationships with internal and external partners
- Acquire new information from industry sources and propose ideas for process improvement and efficiency
- Participate in the team's development via knowledge sharing and offering assistance.
Bilingual Claims Administrator
Foresters Financial
08.2017 - 10.2018
- Answer in English and/or French inbound claims related to death of a policy holder, disability, CI & waiver of premiums claim calls from members, producers and others
- Determine caller needs and provide accurate and timely resolution
- Meet tight timelines under pressure while delivering quality service
- Take ownership and responsibility for resolving customer concerns with every interaction
- Manage business needs through entry level project and analysis work while assigning high priority to customer excellence, quality and meeting service level agreements
- Manage claim notification process: including updating various systems and maintaining claims register, sending out death claim requirements or medical evidence pertaining to disability claims
- Regular ongoing follow up for outstanding death claim requirements to beneficiaries
- Communicate verbal and written information as appropriate to those that need to know, ensuring information is clear, accurate and compliant with all legal, privacy, confidentiality and company standards
- Perform all required calculations and ensure all activities are in compliance with reinsurance treaties, legal and internal standards, including timely submission of information to reinsurance companies and of various tax information forms to governments' offices
- Create ad hoc correspondence and reports for members, producers and external partners.
Case Manager & Policy Services Administrator/ Insurance Operations
HollisWealth MGA division of Scotiabank
04.2016 - 08.2017
- Mediate and negotiate between Insurance Carriers, Medical Services Providers and Advisors
- Ensure that Policy Issue and Settlement processes are carried out in a compliant and timely basis
- Identify issues and address obstacles impeding underwriting, policy issues and/or settlement
- Record case progress in VirtGate Database
- Back up support for sales and product in terms of providing quotes/illustrations to advisors in Quebec
- Administer policy holder service request for both major and minor changes
- Ensure that service standards are maintained
- Appropriate follow-up and communication is provided to Advisors, Life Insurance carriers and HWIAL management and staff
- Record and maintain service files in VirtGate Database and Smart Office system.
Case Coordinator- New Business
Manulife Financial Affinity Market
06.2015 - 02.2016
- Reviewing underwriting requirements, including APS, Exams, Inspection Reports, MVR's, Supplemental Forms and other medical requirements as per Underwriting Limits Guide
- Maintaining and managing high volume of follow- ups on a daily basis
- Responsible for releasing policies to issue
- Managing all pending issues in order to meet or exceed production targets
- Conduct follow- ups via phone, emails and/or faxes on all outstanding requirements (Amendments, policy receipts, ensure policy is placed within specified timeframe)
- Review and verify all applications and phone verifications for completeness and accuracy.
Customer Service Representative
Manulife Financial Affinity Market
06.2012 - 06.2015
- Answering inbound calls
- Handling customers' inquiries
- Problems solving within business objectives
- Answering questions regarding Life Insurance, Health & Dental, Medical Coverage, Personal Accident & PCF MasterCard coverage
- Diffusing client situations through empathy and active listening
- Following- up on escalations and customer inquiries
- Changing Addresses and Method of payments
- Coaching and guidance for new staff.
Claim Assistant Adjuster
Allstate Insurance Company of Canada
04.2013 - 08.2014
- First point of contact for auto insurance customers
- Listen and guide customers though claims process
- Collaborate with, and learn from, Allstate experienced team of Auto Claims Adjusters and support settlement of claims
- Build relationships with third party vendors- think rental and towing companies- to make arrangements for customers
- Become matter expert on Allstate policies, products, services, and initiatives and share knowledge with colleagues
- Take pride in providing quality customer service, maintaining low hold times, and keeping file notes clear and concise.
Education
LLQP courses in progress -
Financial Services Regulatory Authority
Toronto, ON03.2024
High School Diploma -
Ecole Secondaire Etienne-Brule
Toronto, ON01.2003
Skills
- Critical-Thinking
- Decision-Making
- Problem-Solving
- Flexibility
- Communication Skills
- Teamwork
- Organization Skills
- Adaptability
- Interpersonal Skills
- Time Management Skills
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Bilingual Advisor Services Coordinator
Empire Life
11.2022 - Current
Contracting Specialist
Financial Horizons Group
08.2021 - 11.2022
Bilingual Assistant Advisor & Product Coordinator
CDSPI
10.2019 - 08.2021
Bilingual Claims Adjuster
XN Worldwide Insurance
10.2018 - 10.2019
Bilingual Claims Administrator
Foresters Financial
08.2017 - 10.2018
Case Manager & Policy Services Administrator/ Insurance Operations
HollisWealth MGA division of Scotiabank
04.2016 - 08.2017
Case Coordinator- New Business
Manulife Financial Affinity Market
06.2015 - 02.2016
Claim Assistant Adjuster
Allstate Insurance Company of Canada
04.2013 - 08.2014
Customer Service Representative
Manulife Financial Affinity Market
06.2012 - 06.2015
LLQP courses in progress -
Financial Services Regulatory Authority
High School Diploma -
Ecole Secondaire Etienne-Brule
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