Celia Cao

Engaged and built strong relationships with our clients through open and respectful communication. Assessed claims for benefit entitlement. Collaborated with and provided claim status to clients while maintaining confidentiality and privacy. Prioritized work items in order to meet client service standards and company's best practice guidelines. Contributed to a dynamic work environment by identifying opportunities to improve processes and customer service delivery.

• Examined and assessed short and long term disability claims • Verbal and written communication with claimants, policyholders, administrators, other insurance carriers, workers compensation board (W.C.B). personnel, regarding claim problems or inquiries, while maintaining the necessary follow-up • Reviewed claims with Medical Consultants and Legal department as required

• Managed and processed all international transfers and ensured a smooth transition for new advisors with high net worth portfolios/clients • Managed and handled all escalations • Collaborated with internal departments (Securities & Operations) and external financial firms to resolve issues • Provided coverage during staff and manager absences • Analyzed statistical reports and presented to the staff and managers • Provided leadership, mentorship, and applicable training to new employees

• Main contact for clients with all transfer related inquiries • Resolved complex tasks quickly • Built and maintained relationships with clients, internal departments and external financial banks • Provided support to other teams during high volumes/staff shortages

• Transferred domestic investment products from Retail Scotiabank to Scotia Wealth Management business lines • Provided additional assistance by learning other processes such as Non-Aton, client held, POAs, cheque deposits and ATON domestic transfers, which demonstrated the ability to work as a dynamic team player

Program is the study of applied behaviour analysis and behavioural intervention.