Columbia Craig
Melbourne,VIC
Summary
I am a hard-working, adaptable, and highly motivated professional with a strong background in insurance.
I pride myself on my ability and willingness to learn new things, being approachable, resourceful, and a team player. My experience with handling a workload with competing demands, prioritizing my work, and meeting a multitude of different deadlines has provided me with strong interpersonal skills and enabled me to ensure that not only I, but my team, deliver timely and quality results.
Overview
11
11
years of professional experience
Work History
Senior Claims Specialist
Steadfast Claims Solutions
08.2023 - Current
- Managing high value claims for prestige insurance portfolios (Dawes, 360 Prestige, Quantum and Monarch)
- Managing a portfolio of commercial and liability claims (Suttons)
- A technical specialist and referral point
- Navigating complex insurance claims
- Co-ordinating with underwriting to implement processes between underwriting and claims to ensure a seamless experience for the customer
- Managing claims that have been escalated to AFCA
- Managing and liaising with an external legal team on claims that have proceeded to litigation
- Issuing formal decline letters and completing IDR reviews
- Building and maintaining strong relationships with stakeholders
- Running client meetings and reporting
- An escalation point for complaints
- Managing sensitive claims
- Reviewing extensive investigation reports and fire reports
- 2IC to the team manager, and stepping into their role during periods of leave.
- Training and upskilling team members
- Large loss reviews and payment approvals
Specialist Claims Consultant
Steadfast Claims Solutions
09.2022 - 08.2023
- End to end management of high value claims for prestige insurance portfolios (Dawes, 360 Prestige, Quantum and Monarch)
- Managing a portfolio of commercial and liability claims (Suttons)
- Analysing claims and determining a policy response, deciding on the extent of coverage and validity of the claim
- Ensuring customers are consistently updated with the status of their claims and the next steps required
- Reviewing investigator reports
- Reviewing and negotiating third party demands
- Listening to our customers, ensuring their concerns are heard and resolving their claim and/or complaints in an efficient manner
Claims Consultant
IAG Financial Institutions
05.2021 - 09.2022
- Lodging and managing domestic vehicle, domestic home, domestic contents, domestic watercrafts, commercial motor vehicle and commercial contents claims for five banks
- Analysing claims and determining a policy response, deciding on the extent of coverage and validity of the claim
- Ensuring customers are consistently updated with the status of their claims and the next steps required
- Reviewing reports from investigators, police, motor vehicle assessors, mechanics and loss adjustors
- Ensuring payments are made in a prompt manner to customers, third parties and suppliers
- Ascertaining liability in motor vehicle claims and communicating this outcome with all parties involved
- Contacting third parties and third-party insurers to assist with recovery
- Listening to our customers, ensuring their concerns are heard and resolving their claim and/or complaints in an efficient manner
- Assisting with declinature letters
- Assisting with upskills for motor vehicle claims and partnering with new staff on the queues to assist with any queries
Personal Insurance Consultant
IAG Westpac Sales
02.2020 - 05.2021
- Inbound calls for customers insuring vehicles, homes, contents and watercrafts
- Assisting customers over the phone with general queries including coverage queries, payments, cancellations, dual insurance etc
- Buddying with new agents before and during their first calls
- Handling customer queries via our consumer inbox
- Liaising with bankers regarding high value customer on the Westpac Authority Queue
- Assisting with training on the consumer inbox and authority queues
- Completing end of day reports
- Level D delegations in vehicle, home and general insurance
- Resolving customer complaints
- Maintaining a positive relationship between the bank and our insurance team
Senior Customer Service Advisor (In House Specialist)
Nectar Sleep
09.2018 - 06.2019
- Company Overview: (London)
- Being a key knowledge holder for our call centre
- Completion of call, email and live chat evaluations to ensure an accurate and high level of customer service is being provided to customers
- Providing training, coaching and guidance to staff
- A referral point for escalated matters
- Creating and maintaining excel spreadsheets
- Liaising with colleagues to ensure customers receive the correct products on time
- Extensive knowledge of multiple systems
- Responding to potential customers on social media platforms (facebook, twitter and Instagram)
- (London)
Lead Advisor
Ministry of Business Innovation and Employment
09.2017 - 02.2018
- Being the key Service Centre knowledge holder for the Electrical Workers Registration Board and Radio Spectrum Management
- Maintaining and building the relationship with the Electrical Workers Registration Board and Radio Spectrum Management
- Completion of call evaluations to ensure an accurate and world leading government service is being provided to clients
- Providing training, coaching and guidance to staff
- A referral point for escalated matters
- Assisting staff with support and guidance via CRM and on the floor
- Dealing with emails and building capacity in others to deal with emails
Client Service Advisor
Ministry of Business Innovation and Employment
07.2014 - 08.2017
- Providing assistance, advice, education and information to clients to meet their legislative and regulatory requirements
- Problem solving
- Having an extensive understanding of multiple government websites
- Creating detailed and accurate case notes for each client
- Maintaining security for the New Zealand RealMe government service
- Assisting in the 2015 electricians relicensing round including responding to emails on behalf of the Electrical Workers Registration Board and projects including spreadsheet work and outbound calls to clients
Skills
- Insurance policy coverage expertise
- Policy interpretation
- Investigative tools
- Regulatory awareness
- Legal compliance
- Complaint resolution
- Training and development
- Customer service
- Stakeholder engagement
- Analytical thinking
References
References will be provided on request
Timeline
Senior Claims Specialist
Steadfast Claims Solutions
08.2023 - Current
Specialist Claims Consultant
Steadfast Claims Solutions
09.2022 - 08.2023
Claims Consultant
IAG Financial Institutions
05.2021 - 09.2022
Personal Insurance Consultant
IAG Westpac Sales
02.2020 - 05.2021
Senior Customer Service Advisor (In House Specialist)
Nectar Sleep
09.2018 - 06.2019
Lead Advisor
Ministry of Business Innovation and Employment
09.2017 - 02.2018
Client Service Advisor
Ministry of Business Innovation and Employment
07.2014 - 08.2017
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