Brendan Fairhall
Jimboomba,Australia
Summary
Dynamic Financial Services Professional with over 9 years of experience in insurance and banking, specialising in property and motor sales, service, and claims management. Recognised for exceptional communication and negotiation skills, with strong attention to detail and critical thinking abilities. Currently pursuing a Bachelor of Laws to deepen understanding of regulatory frameworks, enhancing the capability to deliver innovative solutions that foster business growth. Proven track record in problem-solving and leadership, demonstrating a commitment to achieving equitable outcomes while maintaining a commercial mindset.
Overview
24
24
years of professional experience
Work History
Commercial Claims Specialist
Insurance Australia Group (IAG)
Brisbane, QLD
12.2022 - Current
- Develop processes and procedures.
- Draft communications and proofread documents before sending them to customers.
- Upskill, coach, and develop staff, identifying potential, and training specialists in technical capabilities.
- Network with various departments to ensure correct decisions, and adherence to processes.
- Negotiate to achieve commercial outcomes with customers.
- Communicate with a diverse range of people and professionals.
- Collaborate with teams to find equitable, commercial, and compliant outcomes.
- Provide complaint and conflict resolution upskilling, compliant with ASIC (RG271) and GICOP.
- Assist frontline staff with technical claims.
- Manage liability disputes in motor claims across all states.
- Coach and upskill the Property and Motor teams.
- Deliver feedback and handle complex complaints and claim decisions.
- Create and implement templates.
- Utilise legal and financial services experience to benefit the business and customers.
- Ensure audit compliance with legislation, including ASIC regulations, AFCA approaches, the Insurance Contracts Act 1984 (Cth), and other related legislation by the Commonwealth and State, as well as the General Insurance Code of Practice.
- Onboard and mentor new starters, including continual upskilling.
- Provide advice and interpretation of matters to specialists, leads, managers, dispute consultants, and other professionals.
- Develop the IRAC dispute resolution method to enable consultants to problem-solve complaints, difficult phone calls, or claims.
- Utilise a form of advocacy model for frontline staff to build their confidence in decision-making and resolve disputes.
- Recognised by management for a higher skill set and entrusted with tasks and decisions beyond the scope of the role.
- Participated in continuing education seminars related to industry standards for insurance claims processing.
- Resolved disputes between claimants and providers through negotiation.
- Identified and pursued subrogation opportunities to recover costs.
Justice of the Peace (Qualified)
Queensland Department of Justice and Attorney-General
Brisbane, QLD
11.2022 - Current
- Issues warrants, summonses, and orders, including court summonses, peace and good behavior act summonses or warrants, affidavits of service, animal care and protection act warrants, search warrants, arrest warrants, and post-search warrants.
- Certify documents and copies.
- Witnesses' documents, including statutory declarations, domestic violence applications, affidavits, family law documents, wills, powers of attorney, advanced health directives, land titles registry forms, consent for marriage of a minor, and prescribed international, Commonwealth, and interstate documents.
- Administers oaths and affirmations.
- Hears, grants, or refuses bail applications, including issuing sureties and securities.
- Hears, grants, or refuses bodily and property searches under the Customs Act.
- Hears, grants, or refuses extensions to detention periods.
- Attends records of the interview.
High Complex Motor Claims Management Officer
RACQ Insurance
Eight Mile Plains, QLD
12.2019 - 12.2022
- Managed high complexity and sensitive claims, including liability decisions and costs.
- Coached and developed new and existing colleagues, providing feedback and auditing calls.
- Communicated and implemented changes with internal and external stakeholders to resolve complaints, and advocate for the best outcomes.
- Reviewed and audited claims, providing feedback to peers and managers.
- Managed claims-based costs and considerations.
- Innovated automation, better practices, and performed higher duties in the manager’s absence.
- Acted as a Subject Matter Expert at the team, department, and inter-department levels.
- Identified, reported, and remediated regulatory failures to meet GICOP, and other legislation.
- Ensured regulatory compliance, and prepared litigation and defence material.
- Enforced compliance with regulatory standards and company policies.
- Oversaw the development and implementation of operational procedures.
- Championed innovation and continuous improvement initiatives.
- Monitored changes in the organization's policies and procedures to ensure compliance with relevant regulations.
- Provided leadership, insight, and mentoring to newly hired employees.
- Ensured the security and confidentiality of sensitive information.
- Implemented risk management strategies to mitigate potential threats.
- Seconded for eight weeks in the motor recoveries team.
- Exclusively handled pre-litigation matters with Suncorp Legal and negotiated commercial settlements.
- Managed and Negotiated with Credit Hire claims
Internal Disputes Resolution Consultant (Seconded)
RACQ Insurance
Eight Mile Plains, QLD
06.2022 - 09.2022
- Made, wrote, and delivered final decisions on complaints, including significant ex gratia payments, and decision delegation.
- Handled complex claims and policy-level complaints across motor, personal insurance, property, and pet.
- Conducted detailed file reviews and telephony evaluations.
- Delivered feedback directly and indirectly to staff.
Identified, reported, and remediated regulatory failures. - Presented and advocated to frontline staff and management across claims, sales, service, and assistance.
- Managed relationships with the CEO, executive team, and various managers.
- Identified and analysed trends, creating and presenting remedies.
- Trained frontline staff and Level 1 complaint teams.
- Developed the same call resolution and complaint reduction strategies.
- Communicated complaint final decisions, and prepared AFCA submissions.
- Served as a member of the High-Risk Claims and Contentious Claims Committee.
- Drafted detailed reports on resolution processes and outcomes for review by senior leadership team.
- Participated in training activities designed to enhance knowledge of conflict resolution techniques and strategies.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to customer needs.
Stores & Logistics Manager
Vision Christian Store (Vision Christian Media)
Brisbane, QLD
01.2017 - 01.2019
- Managed people, including the coaching and development of staff.
- Controlled budget and profit and loss, increasing sales and profitability, resolving leakage, and reducing business costs.
- Oversaw marketing, advertising, product selection, and buying.
- Reported and presented to executive management, and the board of directors.
- Negotiated with suppliers and businesses, including contract management.
- Handled high-level complaints and complex HR matters, providing balanced resolutions.
- Innovated and implemented automation and best practices for service delivery.
- Created a wholesale network, including discount structures, contracts, and vendor management.
Initiated and wrote policies and procedures, including business continuity policies. - Developed and delivered divisional and operational strategies.
Store Manager
ALDI Stores
01.2016 - 01.2017
- Hired to train as store manager for a store opening – store contract negotiation fell through and never opened so was unable to fulfill this role
Consultant and Supervisor in Insurance and Bank
Suncorp Insurance & Suncorp Bank
Melbourne, Vic
01.2013 - 01.2017
- Managed people, including sales and service coaching.
- Delivered performance management and plans.
Handled customer service complaints. - Provided help desk and technical support for products, processes, and systems.
- Delegated tasks, and provided advice and feedback.
- Monitored calls, and provided coaching, development, and feedback.
- Created detailed training and coaching plans based on management feedback.
- Implemented product and system updates, and changes for the team.
- Retained customers and managed sales of various insurance products.
- Oversaw sales of insurance, banking, lending, and superannuation products.
- Seconded as manager for the Loganholme branch, reporting wins and opportunities.
- Responded to customer inquiries and problems to promote great service.
- Fostered relationships with customers to expand customer base and retain business.
Warehouse Manager
Koorong Books
Blackburn, VIC
10.2012 - 01.2013
- More information supplied on request
- The position ended as redundant due to outsourcing.
Business/Store Manager Melbourne Airport (BM) then Victorian State Manager (SM)
Retail Zoo (Boost Juice Bars)
01.2012 - 01.2013
- Store Profit & Loss
- Ordering and Stock Management
- People Management including all items outlined in Skills & Abilities
- Negotiation & Relationship with suppliers & external stake holders
- Rostering & Scheduling of multiple store (People Placement & Creation of line bars)
Crew to Manager to Operations Consultant
McDonalds (Multiple)
01.2003 - 01.2012
- I started as a Junior Crew member in 2003 and ended as Operations Manager in charge of 15 stores.
- Overall performance, financially, operationally, and compliance
- High-level complaints and management
- Marketing, revenue-raising activities, and implementations
- More information is supplied upon request.
Cashier then 3IC (Shift Manager)
Crazy Clarks Beaudesert
01.2001 - 01.2007
- More information supplied on request
Education
Bachelor of Laws - Law
University of South Queensland
Toowoomba, QLDCertificate - Justice of The Peace (Qualified)
Asset Training Australia
Brisbane, QLD10-2022
Certificate IV - Finance And Mortgage Broking
Mentor Education
Brisbane, QLD11-2019
Tier II - Providing Financial Advice – Banking Products
KAPLAN
Queensland01.2017
Certification - Sales & Property Management
Complete Property Training
Brisbane, QLD01.2017
Diploma (Subjects Only) - Business
TAFE
Melbourne, VIC07-2016
Diploma (Subjects Only) - Youth Work
Mentor Education
Online01.2015
Certificate IV - URBAN Mission, Combination: Drug & Alcohol, Youth Work, Social Work & Theology
The Salvation Army
Melbourne, VIC01.2009
Certificate III - Retail Supervision
McDonalds
Beaudesert, QLD09-2008
Beaudesert State High School
Beaudesert12-2007
Skills
- Communication (oral and written)
- Claims (Property, Motor, and Commercial)
- Process development
- Regulatory compliance
- Conflict and dispute resolution
- Negotiation (Customers, Professionals and businesses)
- Training
- Decision making
- Risk assessment
- Technical writing
- Risk
- Debt recovery
- Interpersonal skills
- Attention to detail
- Critical thinking and problem solving
- Solutions mindset
- Commercial and balanced mindset
- Leadership
- Focused
- Self-motivated
- Learner
- Optimistic and positive
- Priority and time management
- People and Business Management
- Office Suite Products – Advanced
- Growth Mindset
- Expert in the insurance industry, legislation, codes, and practices
- Understanding the details of the insurance business
- Networking
Accomplishments
- Creation & implementation of the Suncorp WORK FROM HOME model
- Initiation and creation of the CMO recovery process
- Successful completion 10 weeks secondment within the recovery team at RACQ
- Resurrection of the Vision Christian Store from > $40,000 in annual sales to <$1M in 12 months
- Undertaking of change management roles
- Initiating of the Human Resources division at Vision Christian Media
- Networking for change within Queensland health
- Nominated onto Board of Directors at JC Family Church
- Rollout of fundraising efforts in the community
- Growth of Youth Division of church
- Early management progression at McDonalds
- Employment as ‘Victorian State Manager’ for Boost Juice Bars
- Implementation of tangible sales growth
- Negotiation of contracts resulting in cost cutting
- Formal award given by Janine Allis for exceptional management
- Wellbeing Peer Supporter at IAG – “Accidental Counsellor” training by Lifeline
- Good Work Design Champion: “Vulnerable to Vulnerabilities” – Self care program for staff who handle vulnerable customers
References
References available upon request.
Timeline
Commercial Claims Specialist
Insurance Australia Group (IAG)
12.2022 - Current
Justice of the Peace (Qualified)
Queensland Department of Justice and Attorney-General
11.2022 - Current
Internal Disputes Resolution Consultant (Seconded)
RACQ Insurance
06.2022 - 09.2022
High Complex Motor Claims Management Officer
RACQ Insurance
12.2019 - 12.2022
Stores & Logistics Manager
Vision Christian Store (Vision Christian Media)
01.2017 - 01.2019
Store Manager
ALDI Stores
01.2016 - 01.2017
Consultant and Supervisor in Insurance and Bank
Suncorp Insurance & Suncorp Bank
01.2013 - 01.2017
Warehouse Manager
Koorong Books
10.2012 - 01.2013
Business/Store Manager Melbourne Airport (BM) then Victorian State Manager (SM)
Retail Zoo (Boost Juice Bars)
01.2012 - 01.2013
Crew to Manager to Operations Consultant
McDonalds (Multiple)
01.2003 - 01.2012
Cashier then 3IC (Shift Manager)
Crazy Clarks Beaudesert
01.2001 - 01.2007
Bachelor of Laws - Law
University of South Queensland
Certificate - Justice of The Peace (Qualified)
Asset Training Australia
Certificate IV - Finance And Mortgage Broking
Mentor Education
Tier II - Providing Financial Advice – Banking Products
KAPLAN
Certification - Sales & Property Management
Complete Property Training
Diploma (Subjects Only) - Business
TAFE
Diploma (Subjects Only) - Youth Work
Mentor Education
Certificate IV - URBAN Mission, Combination: Drug & Alcohol, Youth Work, Social Work & Theology
The Salvation Army
Certificate III - Retail Supervision
McDonalds
Beaudesert State High School
Similar Profiles
Dale LaidlawDale Laidlaw
National Manager, Risk Partnering at Insurance Australia Group (IAG)National Manager, Risk Partnering at Insurance Australia Group (IAG)
Dannilee SchulzDannilee Schulz
Property Claims Specialist at Insurance Australia Group (IAG)Property Claims Specialist at Insurance Australia Group (IAG)
Nabin GhimireNabin Ghimire
Senior Claim Consultant at Insurance Australia Group (IAG)Senior Claim Consultant at Insurance Australia Group (IAG)
JAMES D S ORTONJAMES D S ORTON
Claims/Risk Consultant at Insurance Australia Group IAGClaims/Risk Consultant at Insurance Australia Group IAG
Paul JacquesPaul Jacques
Moffit Fork Truck Driver HR at AdeccoMoffit Fork Truck Driver HR at Adecco