Claims Team Leader and Coach at Auto and General Insurance (Australia) (2025-01 – Present)
- Develop, coach, and motivate a team of claims consultants to meet objectives.
- Train new consultants and identify refresher training needs.
- Lead and monitor team performance, service standards, and process adherence.
- Handle claims up to $80,000 and ensure compliance with standards.
- Review declines and acceptable claims, ensuring accuracy and compliance.
- Manage portfolios, prioritize workload, and allocate tasks.
- Drive process improvements and contribute to strategic activities.
- Identify and mitigate compliance and operational risks.
- Monitor and report on performance, progress, and trends.
- Deliver high-quality service, resolve complaints, and provide accurate advice.
- Maintain customer contact, set realistic expectations, and provide solutions.
- Liaise with external providers and stakeholders as needed.
- Maintain technical knowledge of company processes, systems, products, and brands.
- Stay updated on industry trends and best practices.
- Share knowledge and coach team members as needed.
- Support team leaders and leadership team with tasks and projects.
- Contribute to cultural initiatives and stakeholder relationships.
- Collaborate with other teams to drive improvements and resolve issues.
Rapid Claims Management Consultant at Auto and General Insurance (Australia) (2024-07 – 2025-01)
Responsible for handling and managing insurance claims throughout their lifecycle, including investigating the validity of claims, assessing coverage, negotiating settlements, communicating with claimants and involved parties, and ensuring compliance with legal and company policies, all while aiming to resolve claims efficiently and fairly.
- Receive and log new insurance claims.
- Review submitted documentation to verify claim details and coverage eligibility.
- Conduct initial investigations to gather necessary information.
- Contact claimants and involved parties to gather further information and witness statements.
- Analyze claim details to determine liability and coverage based on policy terms.
- Conduct field investigations when required to assess damages.
- Establish claim reserves based on potential liability and anticipated claim costs.
- Monitor claim progress and adjust reserves as needed.
- Manage claim files and maintain accurate documentation.
- Communicate with claimants and their representatives to negotiate claim settlements.
- Evaluate settlement offers and make informed decisions based on legal and company guidelines.
- Resolve disputes and complex claims through negotiation or mediation.
- Adhere to all relevant insurance regulations and company policies.
- Generate reports on claim status, trends, and performance metrics.
- Collaborate with legal counsel on complex claims requiring litigation.
SQA Consultant in Claims, Retentions, Sales and Servicing at KingPrice Insurance (2019-11 – 2024-07)
Previous position: Sales Consultant
- Listen to claim calls and ensure internal processes are followed.
- Review policy info to determine claim outcomes.
- Ensure accurate capture of claim info on the system.
- Communicate claim statuses with claimants.
- Coach and train claims consultants to meet quality standards.
- Review call recordings for adherence to scripts and handling objections.
- Identify coaching or training needs and propose process changes.
- Ensure all claim documents are obtained and reviewed.
- Verify necessary documentation for claim finalization.
- Maintain records and report on claims as per process.
- Ensure clients are treated fairly and info is kept private.
- Contact insured parties for missing info and resolve queries.
- Provide financial admin support (collections, banking, invoices).
- Host meetings, take minutes, and report to management.
- Identify deviations from approved scripts and provide QA feedback.
- Make outgoing calls to prospective clients.
- Sell products and services, handle objections, and generate leads.
- Record interactions in the system.
Trainee Service And Dealership Administrator at Jaguar Land Rover Menlyn (2018-04 – 2019-07)
- Render general administration support services, including typing, filing, reception and switchboard duties.
- Deal with all process queries and report to management.
- Deal with the collection, duplication and distribution of information and documents.
- Recommend appropriate maintenance services or repairs based on vehicle inspections, manufacturer guidelines, and customer concerns.
- Explain the benefits and importance of recommended services to customers.
- Create and manage work orders for service appointments, ensuring all necessary information and instructions are communicated to technicians.
- Track the progress of service jobs and update customers as needed.
- Perform quality checks on completed service work to ensure it meets industry standards and customer expectations.
- Address any concerns or issues promptly and professionally.
- Follow up with customers after service appointments to ensure satisfaction and address any additional needs or concerns.
- Solicit feedback to identify areas for improvement and enhance the overall customer experience.
- Stay informed about vehicle makes and models, maintenance procedures, and industry trends to provide accurate information and advice to customers.
- Maintain customer records, process service invoices, and document service histories accurately.
Call Center Sales Agent at Private Label Promotions (2016-08 – 2018-02)
- Make outgoing calls to prospective clients.
- Inform them about new products and services.
- Sell the products and services to prospective customers and potential buyers.
- Listen to objections and handle them effectively and constructively.
- Maintain consistency in all areas.
- Generate more leads from the clients.
- Record and enter details of all interactions in the system.
Call Center Sales Agent at Metropolitan Life (2015-10 – 2016-07)
- Make outgoing calls to prospective clients.
- Inform them about new products and services.
- Sell the products and services to prospective customers and potential buyers.
- Listen to objections and handle them effectively and constructively.
- Maintain consistency in all areas.
- Generate more leads from the clients.
- Record and enter details of all interactions in the system.
Site Manager at Spark/Interpark (2013-03 – 2015-09)
Previous positions held at this company: Cashier and Car care Attendant
- Render logistical administration support services, including the control of assets, administration of stores and control of stock (e.g. Stationary and Cleaning material).
- Render HR administration support services, including payroll and dealing with enquiries and correspondence related to employment, remuneration, service benefits and conditions of service.
- Assist the Operation Manager and Regional Manager with client relations.
- Manage contracts with the parking-related suppliers.
- Design financial plans and strategies for development of new parking facilities.
- Coordinate audits of parking facility operations.
- Provide staff support to the Parking Advisory Commission.
- Manage all business aspects of the parking operations for the location.
