LAURIE JOSANY VALENCIANO

· Process and underwrite new business applications for Group Credit Life Insurance, ensuring timely approval and adherence to underwriting guidelines.

· Manage premium refunds, policy changes and access requests, facilitating smooth client experiences with prompt resolutions.

· Respond to internal and external client inquiries via phone call and email.

· Provide support for claims processing and resolution.

· Reconcile remittance lists to ensure accuracy and compliance, supporting financial integrity and reporting accuracy.

· Coordinate and schedule client medical examinations based on preferred dates and clinics.

· Facilitated monthly reviews to analyse and report on premium payment trends.

· Managed the end-to-end Auto Debit Arrangement (ADA) enrollment process, streamlining recurring payment setups.

· Processed official receipts and authenticated critical client documentation, ensuring compliance with financial regulations.

· Executed data cleansing initiatives, updating transaction statuses and administrative remarks in the database for improved data accuracy.

· Automated client correspondence through targeted mail-merge email campaigns, enhancing communication efficiency.

· Resolved technical issues, enhancing connectivity, optimising network speeds, and preventing hardware overheating.

· Coordinated equipment replacements and scheduled technician dispatches for complex network infrastructure problems.

· Troubleshot complex modem and connection errors, reducing customer downtime through effective step-by-step guidance.

· Audited and updated sensitive customer profiles and payment credentials within CRM databases.

· Addressed billing discrepancies, fostering transparent communication and achieving high customer satisfaction scores.

· Managed billing inquiries and processed secure card updates, ensuring accurate client account details and smooth service delivery.

· Provided detailed information about product functionalities and operations to enhance customer understanding.

· Identified customer needs and successfully upsold services through tailored promotional offers.

· Educated clients on product features while proactively recommending tailored promotional packages.

• Processed end-to-end loan applications efficiently, driving fast turnaround times while maintaining accuracy.
• Verified critical client information and financial backgrounds to ensure strict compliance with lending guidelines.
• Managed collection and processing of remittances, ensuring accurate payment tracking and compliance.
• Explained product features and services to clients, enhancing their understanding of offerings.

• Handled high-volume outbound customer inquiries, delivering professional service to enhance customer satisfaction.
• Resolved challenging customer complaints by actively listening and providing effective solutions. and escalated complex cases to escalation departments.
• Processed customer billing updates and payments, ensuring accuracy and timeliness.