Thomas Rijo Kalloor
Toronto,ON
Summary
Detailed Insurance Professional with 15 years of experience in corporate and personal business lines of insurance business primarily focusing on underwriting operations, broking and claims investigations. Strong command of claimant information intake processes, records documentation and fraudulent investigation protocols. Impactful skills preparing operational reports, presenting indepth information to business partners, customers and approving claim payouts.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Claims Advisor - Residential Department
TD Insurance
Toronto, ON
07.2021 - Current
- Investigate nature of damage being claimed.
- Interview witnesses to understand nature of claim and gain understanding of what occurred prior and post claim.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Managing 30-60 customer calls, emails per week
- Evaluate police reports, video footage, previous insurance claims and other information to further understand incident
- Detailing events and damage related to claim on Claim Centre
- Research costs of repairing damage
- Review claim-holder's insurance policy in order to determine what should be covered
- Coordinate services of contractors, engineers or other technical sub-trades in order to ensure damage is repaired
- Negotiate claim settlements with claimants and/or their legal teams
- Review files with senior investigation unit for suspicious claims.
- Coordinate with partners for alternative customer accommodations.
Claims Advisor - TD Auto Centre
TD Insurance
Toronto, ON
02.2019 - 06.2021
- Addressed 100 to 120 customer enquiries per week
- Setting up claims files with appraisals, appointments, ensuring smooth work flow of the claim process at TD Auto Centre Richmond Hill by verifying damages, liability determination, rental & towing arrangements
- Track claims process, payments and maintain accurate records Negotiated and Liaised with insurers, claimants, body shops, rental companies, special investigation unit Ensure health and safety at TD Auto Centre Richmond Hill
- Conducted full claim investigations and reported updates and legal actions.
- Modeled exceptional customer service skills to team members
Fraud Detection Officer
TD Bank
Toronto, ON
08.2018 - 01.2019
- Analyze fraudulent account transactions to determine root cause of losses
- Perform analysis on customer account to identify potential fraudulent operations,
- Understanding various payments systems across North America and corresponding information available to ensure appropriate evidence is obtained and documented
- Prepares fraud incident reports identifying types and linkages to ensure accurate documentation to substantiate case and provide critical information assessments to Fraud Investigations/Corporate Security as required
- Support effective utilization of fraud detection systems, tools and reports to prevent, detect and manage fraud losses
- Managed over 50-100 calls, emails customer checks per week
- Developed and maintained courteous and effective working relationships
Easyline Representative
TD Canada Trust
Toronto, ON
05.2017 - 07.2018
- Awarded as 2017 fall winter credit card campaign champion
- Delivered fast and accurate quality service while engaging in complex, financial conversations providing needs based advice to TD clients, while navigating detailed computer systems in busy environment
- Lead team initiatives and coach specialists in legendary advice capacity building
- Demonstrated strong communication, time management skills by completing multiple requests in timely manner by thoroughly understanding TDCT’s products and services
- Identified all sales opportunities to retain and grow business by offering customers
- Ensured that compliance procedures are accurately followed, and practice due diligence in both AML and KYC.
- Managed 80 to 100 customers per day
Assistant Operations Manager
Jordan Insurance Co
Kuwait, Kuwait
09.2007 - 12.2016
- Managed daily operations of 160 corporate and personal customers with over $ 24 million written premium portfolio providing timely and accurate information in response to telephone, email and fax inquiries
- Provided complete claims management which included reporting a claim, reviewing policies, arranging & conducting surveys, appointing of loss adjustors, liaising with parties involved, recording & maintaining claims database and final settlement.
- Streamlined new workflow procedures to improve efficiency in underwriting.
- Supervised verifying and recording policy documents/ certificates, insurance claims and forms; user fees and payments on overdue accounts; authorize transactions with head office and/or reinsurers.
- Negotiated, liaised to address issues and solve problems between company head offices, reinsurance companies, customers, brokers, insurance companies
- Investigated problems, researched information and consulted with senior management on unresolved customer/ system issues beyond authorization to determine appropriate measures enabling retention of business
- Generated operational reports for management on monthly schedule.
Education
Post-Graduate Certificate - Marketing Management
Centennial College
Toronto09.2005
BBA - Commerce
University of Kerala
India04.2003
Skills
- Proficient in Guidewire, Claims Centre10 , Exclaims and XA, Microsoft Office, Gateway, PRM and ARMS
- Experienced in claims management, underwriting operations, insurance and banking customer service and fraud detection
- Excellent customer service skills dedicated to meeting and exceeding expectations of internal and external clients
- Excellent written and oral communication including presentation skills
- Excellent listening skills and proficient in handling conflicts and de-escalating situations creating win/win outcomes
- Very organized, effectively analyzing, identifying, investigating discrepancies, gaps in data, and able to manage multiple tasks
- Proven ability to perform under pressure and prioritize tasks
- Strong analytical, organization, problem solving and attention to detail
- Able to work well in team environment and as individual contributor
- Self-motivated with ability to excel in fast-paced environment grasp and apply new procedures quickly; and adapt readily to demands of job
Certification
Certified Insurance Certificate Holder - Chartered Insurance Institute, UK
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Claims Advisor - Residential Department
TD Insurance
07.2021 - Current
Claims Advisor - TD Auto Centre
TD Insurance
02.2019 - 06.2021
Fraud Detection Officer
TD Bank
08.2018 - 01.2019
Easyline Representative
TD Canada Trust
05.2017 - 07.2018
Assistant Operations Manager
Jordan Insurance Co
09.2007 - 12.2016
Post-Graduate Certificate - Marketing Management
Centennial College
BBA - Commerce
University of Kerala
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