Claims Manager- Heavy Motor Claims and Settlement Consultant - National Transport Insurance - Queensland, Australia (Remote)
(2021-09)
Acting as an Independent Contractor for NTI LTD, a company based in Queensland, Australia (Direct Client).
- Monitoring incoming emails across all Motor Claims Managers' Outlook inboxes.
- Processing windscreen claim lodgments and payments.
- Scheduling assessment appointments, including authorized and without-prejudice assessments.
- Lodging new claim requests and creating notifications for Claims Consultants to review new claims.
- Answering inbound calls from brokers, repairers, and clients.
- Making outbound calls to brokers, repairers, and clients.
- Actioning assessment tasks, diary review tasks, and email correspondence.
- Coordinating with various departments to facilitate the timely resolution and progression of claims.
- Conducting comprehensive claims assessments, including determining liability, reviewing policy schedules and coverage, and handling motor, MPE (Machinery, Plant, and Equipment), fire, and theft claims.
- Utilizing HubSpot CRM to manage high-volume insurance claims, track customer interactions, and streamline workflows, improving response times and operational efficiency.
- Maintaining accurate claim records, coordinating appointments, and supporting end-to-end claims processing for brokers and clients in a remote work environment.
- Monitoring shared inboxes and CRM dashboards to respond promptly to brokers, repairers, and clients while maintaining strong stakeholder relationships.
- Maintaining and updating detailed claim records to ensure data accuracy, compliance, and proper documentation throughout the claim lifecycle.
- Identifying potential fraudulent claims, evaluating total loss claims, assessing malicious damage claims, and handling claims arising from natural hazards and catastrophic events.
- Managing a portfolio of insurance claims from lodgment through to final resolution.
SR. ASSOCIATE - OPS. (Claims and Settlements) (Team POC) - WNS – IAG Motor Insurance
(2018-07 - 2021-09)
- Responsible for handling insurance claims and settlements for Australian clients.
- Managing accident claims, booking assessments, and scheduling vehicles for repairs or towing.
- Arranging to hire car.
- Answer emails and phone calls.
- Process payment for claims, repairer, towing, and cash settlement.
- Review liability dispute and payment plan request.
- Check policy coverage.
- Train new employees.
- Reviewing quotes and invoices if fair and reasonable or within the guidelines for cash settlement and reimbursement.
- Talking to different departments to resolve a complaint (ex. Recovery, Underwriting, Sales, Customer Relations, and Litigations).
- Checking claims managed by newbies for Quality Audit Review.
- Assisting Supervisor in managing the team and some complaint-related issues.
- Assisting callers that want to get their claim history and check old claims.
- Monitor complaints and make sure that they will be resolved within the promised time frame.
- Contacting customers that requested payment plan for their excess or debts.
- Worked from home for 8 months answering emails and managing claims.
- Doing inbound and outbound calls.
Retention/Customer Service (SME) - Hinduja Global Solutions- Beachbody
(2015-09 - 2016-11)
- Handling payments, receiving inbound calls, parcel issues, retention, customer inquiries, trained new employees, monitored teammates, sent daily and weekly and monthly reports for team monitoring, listened to QA reports and recordings, evaluated team performances, motivated teammates to achieve monthly goals, and assist TL and Managers.
Sales Representative/Customer Service Representative - Teleperformance
(2014-02 - 2014-11)
- Handled inbound customer calls, assisting with hotel reservations and inquiries.
- Processed payments securely and accurately for bookings.
- Identified and recommended nearby hotels based on customer location, preferences, and budget.
- Delivered excellent customer service by resolving issues and ensuring a smooth booking experience.
Warehouse Clerk - Asiapro-Rustan's Department Store Alabang Town Center
(2012-10 - 2013-10)
- Monitored and verified inbound and outbound shipments for accuracy and quality control.
- Maintained accurate inventory records by encoding barcode data into the system.
- Performed regular inventory audits (daily, monthly, and annual) to ensure stock accuracy.
- Generated and submitted daily reports to support warehouse operations and tracking.
