CARLEY BEACHAM

At Youi my key responsibilities include progressing motor claims from start to finish ensuring quality customer service is provided whilst adhering to the general insurance code of practice guidelines. I regularly liaise with various partners in the claims and motor industry to deliver the result of a finalised claim and a satisfied customer. As a Claims Advisor, learning the PDS of each insurance product I interact with is crucial to my success in the role. During my time at Youi I have demonstrated consistent KPI target results and am highly motivated in meeting individual and team targets.

During my time at National Collection Services I was responsible for managing a portfolio of over 400 files from a number of different clients whilst maintaining high team and individual KPI targets. The main client I managed was a large insurance company based in Queensland. I tailored solutions to debtors that best suit their personal circumstances by problem solving and negotiating the best outcome for the debtor and my client. I assessed financial hardship applications and complaint triggers through active listening and empathy to assist with a debtor’s needs. My role largely included acute skip tracing using publicly available and private databases to locate debtors for my clients.

At Automotive Financial Services I managed early to late-stage arrears on consumer motor vehicle loans whilst handling customer enquiries on non-arrears accounts. My role included liaising with mercantile agents, negotiating debt repayments with customers, managing complaints and risk, processing financial hardship requests, skip tracing and managing KYC requirements. In conjunction with my regular duties as Customer Account Manager I also represented AFS in a Solvar- led Sustainability program.

The Collections role at Great Southern Bank involved working with early to late-stage personal debt. Typically, the accounts handled on a day-to-day basis would include Mortgage Loans, Secured/Unsecured Personal loans, Credit Cards, Overdrafts and overdrawn transaction accounts. The Collections role at Great Southern Bank would also include assisting the Hardship inbound call line and processing requests for financial assistance. In addition to Collections, I was managing credit reporting amendments, liaising with the three credit reporting bureaus to manage and resolve and customer complaints regarding credit reporting.

I began my time with ANZ on a Personal Banking Traineeship in Branch where I completed My Certificate III in Financial Services and progressed to permanent full time. My Personal Banking experience at ANZ included in-depth customer service and sales strategies including building lifelong professional rapport with customers (Small business and personal banking customers). The role requires being proficient in over 30 sale’s-based products including retail and insurance. The role also included serving customers at the teller queue, daily reconciling of large amounts of cash, servicing the ATMs daily. My role also progressed to being accountable for the completion the daily reports and other various compliance management tasks.

Customer Assist Adviser (Collections Officer) at the NAB involved managing early stage Inbound and Outbound collections calls. The role included servicing customers with a high level of empathy and kindness through negotiating payment arrangements, and identifying vulnerable customer’s needs. I built call to call rapport with customers by putting their needs first and assisting them with their various secured and unsecured credit facilities.

Collection role included inbound and outbound calls for late-stage debt collection and courtesy calls for numerous clients (commercial and non-commercial). The role included processing credit card transactions, setting up direct debits and negotiating with various insurance companies. Basic administration roles were also required such as taking inbound calls on the reception phone line, filing, banking cheques and organising the daily mail.