Gill Hooper
Gold Coast,Australia
Summary
Dynamic Senior Investigations Coordinator at Allianz Insurance, adept at minimizing fraudulent claims through critical thinking and analytical decision-making. Proven track record in achieving service excellence and mentoring colleagues, ensuring compliance with national guidelines while enhancing operational efficiency.
Recently attended The Supreme Court of Tasmania as a key witness resulting in preventing an attempted fraud of $182,000 and successful prosecution of the offender.
Team Captain and prize winner of Allianz World Run 2019. Attended Athens, Greece to run the marathon and engage in a 4 day event with 68 colleagues from Allianz worldwide.
Overview
22
22
years of professional experience
Work History
Senior Investigations Coordinator
Allianz Insurance
09.2022 - Current
- Manage a portfolio of investigations providing investigation services in a timely and cost effective manner through the application of agreed national process to minimize AAL exposure to fraudulent claims.
- Provide first line leadership, training and ensure compliance to Codes, Guidelines and Regulatory requirement to colleagues.
- Support Team Leaders in daily operations, management, work allocation and in first line response to complaints.
- Meet expectations of Service Level Agreements (SLA) as per National Investigations Unit (NIU) guideline and business plan key performance indicators and SLA and associated productivity targets.
- Provide professional service and advice delivered as per NIU guidelines, SLAs and business plans.
- Ensure efficiencies of scale are used when determining the need for External and Expert investigations and reviewing invoices to ensure adherence to instructions and NIU guidelines.
- Assist in maintaining processes and systems to comply with guidelines and achieving national consistency.
- Portfolio of Property, Motor and soley undertaken the Club Marine portfolio from December 2023.
Investigations Coordinator
Allianz
10.2017 - 09.2022
- Progressed through Career Connections from a Level 1 to Level 2 Coordinator.
- Level 1
- Assist in the application of industry-leading investigation practices to minimize AAL exposure to fraudulent claims.
- Meet expectations of service level agreements (SLA) as per National Investigations Unit (NIU) guidelines and business plan key performance indicators and SLAs and associated productivity targets.
- Provide professional service and advice delivered as per NIU guidelines, SLAs and business plans.
- Ensure efficiencies of scale are used when determining the need to External and Expert investigations and reviewing of invoices to ensure adherence to instructions and NIU guidelines.
- Ensure adherence to all relevant legislation and investigation guidelines.
- Assist in maintaining processes and systems to comply with guideline and achieving national consistency.
- Level 2
- In addition to above Level 1 responsibilities:
- Provided mentoring and training to colleagues.
- Assisted with onboarding and training of new starters.
Property Claims Consultant
Allianz
11.2016 - 10.2017
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters for a Loss Adjuster portfolio.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Provided expert advice on coverage limits and exclusions.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Made recommendations for claim declinature to the Customer Care Team.
Third Party Settlements Consultant
Allianz
03.2015 - 11.2016
- Managed a large portfolio of at fault Motor Claims to negotiate both settlement and liability with Third Party insurers.
Finance Officer
Vale of Glamorgan Council
04.2003 - 12.2012
- Employed in Social Housing initially dealing processing claims for Social Benefits then managing a portfolio of Social Housing Tenants whose accounts were in rent arrears.
- Attended tenant homes without notice to assist with management of arrears, issue Notices of Eviction, consider applications in person and attend Appeal Panel Hearings and present matters in Court for Eviction.
- Attend and assist in execution of eviction warrants and provide services to assist in rehousing.
Education
No Degree - Hotel Management
Cardiff Metropolitan University
Cardiff UK07-2002
Skills
- Proficient in task management
- Service excellence
- Critical thinking
- Analytical decision-making
- Collaborative teamwork
- Clear and concise communication
- Continuous improvement mindset
Timeline
Senior Investigations Coordinator
Allianz Insurance
09.2022 - Current
Investigations Coordinator
Allianz
10.2017 - 09.2022
Property Claims Consultant
Allianz
11.2016 - 10.2017
Third Party Settlements Consultant
Allianz
03.2015 - 11.2016
Finance Officer
Vale of Glamorgan Council
04.2003 - 12.2012
No Degree - Hotel Management
Cardiff Metropolitan University
HOBBIES
Enjoyed countless travels around the globe including trekking to Base Camp, Mount Everest, abseiling from the top of Table Mountain, South Africa, diving in The Maldives and recently touring Rajahstan, India.
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