Doug POTTER
Willoughby,Australia
Summary
Highly experienced in the financial services and insurance sectors. Outstanding customer service and investigation experience. Proven to be a successful team player and popular member of teams. Self-motivated and able to work within strict time frames. Strong attention to detail. Sound judgment and decision making skills. Highly developed relationship building with internal and external customers. Professional, honest and highly accountable. Outstanding knowledge of insurance industry and policies.
Seeking a role to utilise customer service and relationship building skills. Diligent, mature, reliable and highly accountable.
Overview
30
30
years of professional experience
Work History
Fraud and Investigations review Co-Ordinator
Hollard Insurance
01.2015 - Current
- Provided advice and assistance to internal stakeholders regarding suspected unusual or suspicious claims, activity or trends
- Full review of claims referred to the Investigations team to determine whether further investigation is warranted
- Diligently conducted investigations including desktop investigations, using desktop computer resources, open source information and conducting telephone interviews
- Assess need for referral and manage external investigation, ensuring appropriate outcomes and minimising investigation costs
- Exceptional customer service to internal and external customers within company guidelines and regulatory obligations
- Collaborated and provided regular reporting and updates with key stakeholders
- Seen as a senior member of the team with extensive experience to guide and deliver best outcomes.
Total Loss and Claims Team Leader
Hollard Insurance
02.2013 - Current
- Conduct desktop and managing external investigations via setting clear objectives for incident management and response strategies in managing high and fraud risk claims
- Facilitating the end-to-end delivery of investigations and ensuing they are conducted in accordance with all regulatory and legislative requirements
- Ability to analyse information received to establish the authenticity of a claim or inconsistencies with the circumstances of a claim
- Ability to make informed decisions based upon legally principled decisions
- Superior communication skills including ability to write bespoke detailed customer letters, which outlines reasons for any nonacceptance that clearly articulate decisions and reasons for decisions
- Ability to resolve complaints from clients, suppliers or service providers
- Demonstrated talent to achieve operational targets, objectives and alignment to organisational strategy
- Attention to detail and ensure capturing briefs of evidence for referral to law enforcement where Criminal offences have occurred and attend Court and or tribunals as required in defence of litigation
- Knowledge and ability to identify Fraud risk Management, Financial Crimes, Intelligence, Crimminology
- Seen as a Team Leader in knowledge of Motor and Home Insurance Claims policies and procedures
- Liaised closely with internal and external customers as the front line of the Investigations team
Team Leader Recoveries and Settlements
Suncorp-Metway Ltd
04.2006 - 02.2023
- Motivate, empower and engage staff in order to build a high performing team
- Proactively lead, evaluate and manage staff performance through clear goals and direction
- Maximising recoveries from insurance agencies, and third parties through timely follow-ups and negotiations
- Minimising settlements to third parties by scrutinising every settlement demand and only paying what we are legally entitled to pay
- Monitor competitor activity and implement strategies that increase our competitive advantage by exploiting competitor inefficiencies and weaknesses
Manager, Outside Agents and Legal Department for Australia and New Zealand
American Express Australia Ltd
09.2003 - 04.2005
- Role was predominantly responsible for collection of any card accounts that were cancelled by the company due to non-payment of bills
- Ensuring good working relationships with various companies that worked for American Express
- Maximizing of collections on delinquent accounts through various collection agencies
- Ensure compliance by my team and our agencies to ensure relevant legislation is met
- Collating of legal information and working with lawyers for cases that end up in court
- Escalated dispute resolution via phone, mail, email or face to face meetings
- Train, coach and provide regular feedback to all direct reports in order to meet their development needs
Team Leader, New Accounts Australia
American Express Australia Ltd
05.1997 - 09.2003
- Responsible for the timely and accurate processing of New Account applications for the Australian Consumer products market (credit and debit cards), A major emphasis is placed on people management and servicing customers, both card applicants and internal departments
- Timely and accurate processing of consumer card applications
- Delivering quality service whilst managing inventory by balancing service and control
- Manage work volumes to ensure service delivery targets are met
- Identify and implement process improvement opportunities
Senior Project Manager
Carlson Marketing Group
02.1995 - 05.1997
- Position was responsible for the monthly reconciliation of accounts and overseeing the development of various projects for the Ansett Australia Frequent Flyer program and oversaw the launch of the GM Holden card
- Monthly reconciliation of accounts
- Establish, develop and execute procedures, guidelines and business rules for Ansett Australia Frequent Flyer
- Establish plans, priorities, goals and set objectives for subordinates
- Liaise with various mailing houses to ensure timely and accurate information was sent to members
Education
Higher School Certificate -
St Ives High School
Skills
- Self-motivated and able to work within strict time frames
- Strong attention to detail
- Teamwork and Collaboration
- Customer Service
- Problem-solving abilities
- Reliability
- Excellent Communication
Hobbies and Interests
- Rugby coach and volunteer
- Golf
- Tennis
- Avid reader
- Networking
References
Available on request
Timeline
Fraud and Investigations review Co-Ordinator
Hollard Insurance
01.2015 - Current
Total Loss and Claims Team Leader
Hollard Insurance
02.2013 - Current
Team Leader Recoveries and Settlements
Suncorp-Metway Ltd
04.2006 - 02.2023
Manager, Outside Agents and Legal Department for Australia and New Zealand
American Express Australia Ltd
09.2003 - 04.2005
Team Leader, New Accounts Australia
American Express Australia Ltd
05.1997 - 09.2003
Senior Project Manager
Carlson Marketing Group
02.1995 - 05.1997
Higher School Certificate -
St Ives High School
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