Brooke Jenner
Telarah,NSW
Summary
Accomplished Senior Claims Advisor with a proven track record at Suncorp, specializing in claims management and investigation. Leveraged exceptional communication and organizational skills to enhance customer satisfaction and streamline claims processing. Demonstrated expertise in regulatory compliance and mentoring, achieving significant improvements in claims resolution efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Claims Advisor
Suncorp
Newcaslte, NSW
06.2024 - Current
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Provided technical assistance to other staff members on complex claims issues.
- Prioritized and organized tasks to efficiently accomplish targets
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Determined liability, compensability, and benefits due on each claim.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Investigated suspicious or fraudulent activities surrounding insurance policies or claims filed by customers.
- Resolved customer inquiries in a timely manner, while maintaining high levels of customer service.
- Monitored compliance with applicable laws, regulations, and policies related to insurance claims processing.
Claims Advisor
Suncorp
Newcaslte
08.2020 - Current
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Maintained accurate records of all interactions with customers in a timely manner.
- Followed up with customers to ensure their satisfaction with the outcome of their claim.
- Assessed claims to determine eligibility and verify accuracy of information provided by customers.
- Participated in conference calls with insurers or other stakeholders to discuss complex cases involving multiple parties.
- Developed relationships with key contacts at external organisations such as legal firms or healthcare providers.
Customer Service Representative
Blue Badge Insurance
Newcastle
01.2019 - 08.2020
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer complaints promptly and efficiently.
Customer Service Representative
AAMI
Newcastle
09.2007 - 01.2019
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Bachelor Of Business - Human Resources And Management
University of Newcastle
Newcastle, NSW12-2002
Skills
- Claims management expertise
- Claims investigation
- Medical records review
- Multitasking
- Time management
- Organizational skills
- Workers' compensation claims
- Detail orientation
- Excellent communication
- Teamwork
- Coaching and mentoring
- Regulatory compliance
Certification
- Certificate IV in Personal Injury Management
Timeline
Senior Claims Advisor
Suncorp
06.2024 - Current
Claims Advisor
Suncorp
08.2020 - Current
Customer Service Representative
Blue Badge Insurance
01.2019 - 08.2020
Customer Service Representative
AAMI
09.2007 - 01.2019
Bachelor Of Business - Human Resources And Management
University of Newcastle
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