Kyle Romero

Group Health Plan Administrator:

• Receive, process, and forward claims, medicals, and additional documents from customers and forward them to brokers for processing
• Process new enrollment applications
• Query outstanding claims and enrollments with brokers and customers
• Maintain monthly billing database to ensure accurate billing is being processed
• Add/Remove customers from monthly billing database
• Post funds to customers' accounts from their claim reimbursements
• Contact members for outstanding and additional information/ documents for enrollment and pending claims
• Contact customers when via sms text when funds are posted to their accounts as well as notify them when their account is in arrears for outstanding premiums.

Teller Services/ Member Remittance:

• Perform teller duties which include receiving payments via cash, cheques, and linx from customers, and disbursement of funds to customers in cash or cheques
• Adhere to Anti-Money laundering guidelines, and source of funds requirements and assist in compliance with such when required
• Provide accurate up-to-date information regarding customers’ accounts such as account balances and account information to customers
• Debiting and crediting customers’ accounts from funds received from other financial institutions, government ministries, and other local companies
• Receives various member requests for cheques, online access, statements, and bank transfers

Member Services Desk:

• Accepting and reviewing new applications for membership, actively cross-sells and market products and services offered
• Attends to customers to resolve queries and complaints, liaises with external providers as needed to resolve said queries or claims
• Enrolling new and existing customers for products and services offered such as loans, savings, health insurance, CUNA Family Indemnity Plan, online services
• General Administrative duties such as preparation and release of letters requested by customers, actioning customer requests such as bank transfers, cheque requests, online access
• Updating customer information along with coping/ scanning identification and other supporting documents

Call Centre:

• Answers telephone calls as per standardized guidelines and provides prompt and efficient service when assigned to the call centre
• Enroll new and existing customers with online access to their accounts, troubleshooting and guiding customers on the online platform
• Receiving customer queries and requests via phone and email, directing and connecting customers to relevant departments and personnel within the organization
• Contacting inactive customers to encourage reactivation and cross-selling of products and services
• Maintaining good customer relations and managing multiple priorities.

• Assist walk in clients to submit their motor vehicle claims
• Reviews of insurance contracts to determine coverage and liability
• Inspects motor vehicle damages, records and take photos of damages for review
• Collates all necessary documents for claims settlement
• Evaluates and settle claims within limits of authority
• Records claims information on the computer system ensuring that data is accurate and complete
• Contacts clients, claimants, experts, employers, and providers on a timely basis to facilitate the claims process and quality customer services
• Adhere to Anti-Money laundering guidelines
• Maintains proper records as required
• Supports the development and maintenance of a team environment by performing other related duties
• Daily relief for administrative assistant during their lunch hour and when unable to attend work
• Functions included preparation of cheque vouchers, release of cheques to clients, channel calls to appropriate departments, greeting clients at the front desk, log, sort and distributing mail
• Plan and organize work events as part of the events committee.
• Fielded customer complaints, escalating complex issues to management for resolution.

• Collected payments via cash, cheque, and credit cards toward customers’ accounts
• Maintained good customer relations and managing multiple priorities
• Provided accurate information such as account balances, account information etc
• Resolved customer complaints and other related queries.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

• Executed quality control procedures for major clients acquired through Prism Services Trinidad Limited
• Day to day responsibilities included screening agent calls, reviewing processed work done both by junior and senior staff
• Monitored calls done by agents to verify that proper procedures and protocols are followed
• Coached and guided agents on proper procedures and protocols
• Audited paperwork done by both junior and senior staff to ensure set standards are being met
• Analyzed data from audits and provided feedback to staff at the junior and senior level
• Ensured that discrepancies and incomplete information found through audits were corrected and/or updated in accordance with set company and client standards
• Prepared daily and monthly reports on agent’s efficiency for upper management.

• Provided good customer service which enabled Prism to achieve its customer service level agreement with its clients
• Processed requests in a timely manner to customers according to company/client’s set standards via telephone for two of Prism’s major clients
• Maintained good customer relations and managing multiple priorities
• Provided accurate information, resolving customer complaints and other related queries.
• Handled customer inquiries and suggestions courteously and professionally.