Summary
Overview
Work History
Skills
Accomplishments
References
Timeline
Generic

Hannah Kallins

Jordan Springs,Australia

Summary

Detail-oriented and solutions-focused professional with proven experience in fraud investigation, quality assurance, and strategic initiative delivery within the general insurance industry. Currently working as a Counter Fraud Consultant, managing complex claims end-to-end with a strong risk and compliance lens, while delivering insights that support operational uplift and mitigate fraud exposure.

Previously led the successful rollout of Jira across the business in an Initiative Delivery Coordinator role, streamlining project visibility and enabling consistent, collaborative workflows across teams. Skilled in identifying process inefficiencies, performing deep-dive assessments, and embedding improvements through frameworks, automation, and reporting.

Recognised for high-level communication, stakeholder engagement, and analytical problem-solving. Proficient in SharePoint, Jira, Microsoft Office, and familiar with data tools like Tableau. Committed to driving quality outcomes, supporting compliance, and contributing to a culture of continuous improvement.

Overview

18
18
years of professional experience

Work History

Counter Fraud and Intelligence Consultant

IAG
Sydney
01.2025 - Current
  • Collaborate with Legal, Risk, Intelligence, and Claims teams to manage investigations and case strategies.
  • Support the adoption of automation and AI tools to improve fraud detection and case handling
  • Manage end-to-end fraud-related claims, applying a strong risk and compliance lens at every stage
  • Conduct deep-dive investigations into suspicious or complex claims to assess fraud risk and determine outcomes
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Meeting demands requires constant awareness of regulatory requirements, including ASIC, the Code of Practice, and claims governance standards. I embed these into my fraud assessment and documentation practices
  • Support the continuous uplift of IAG’s risk culture through knowledge sharing, documentation, and best practice reviews

Initiative Delivery Coordinator

IAG
05.2024 - 01.2025
  • Conducted research into new tools or technologies that could be used in the planning process.
  • Coordinated and managed the delivery of key initiatives, ensuring alignment with organisational goals and timelines
  • Adhered to established framework and governance guidelines
  • Assisted with the development of project plans, timelines and budgets.
  • Establish open and transparent communication channels
  • Facilitated continual updates to keep all stakeholders informed
  • Lead cross-functional team interactions ensuring prompt issue resolution
  • Monitored project progress and performance, providing regular updates to stakeholders and adjusting plans as necessary.
  • Organised discussions to synchronise objectives
  • Offered continuous support, ensuring stakeholders had the necessary resources
  • Business Planning and Governance Framework Implementation:
  • Successfully implemented the framework, ensuring alignment with organizational goals and regulatory requirements.

Assistant Executive Manager

IAG
08.2021 - 05.2024
  • Boosted team efficiency through continuous professional training
  • Held accountability for stakeholder relationships
  • Produce high-quality reports, documents, and presentations using advanced computer skills
  • Ensured confidentiality of sensitive information
  • Facilitated effective communication
  • Improve customer satisfaction scores through the application of superior conflict resolution and problem-solving skills
  • Established standards reducing liability within programs
  • Collaborated regularly with administrative teams, human resources, and the finance department
  • Proved successful working within tight deadlines and a fast-paced atmosphere
  • Scheduling and coordinating meetings, appointments, and travel itineraries
  • Drafting, editing, and formatting reports, presentations, and communications
  • Processed invoices from vendors in an accurate and timely manner
  • Provided executive-level administrative support to senior management team
  • Conducted research on potential business opportunities that could benefit the organisation's bottom line
  • Identified discrepancies between proposed budgets and actual expenditures

Sales and Services Consultant

IAG
05.2020 - 08.2021
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service
  • Utilised expert negotiation, closing, and marketing skills while ensuring dynamic customer response and follow-up
  • Applied knowledge of market and innovative products to meet customer needs, expanding the company’s customer base
  • Used prospecting and client development techniques to produce fresh leads and maintain a solid conversion rate
  • Improved office operations by maintaining records, tracking data, and promoting internal communications

Medical Receptionist

Health Smart Medical Centre
Penrith, Australia
04.2019 - 05.2020
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
  • Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed, and preparing information to be disseminated
  • Referred and screened patients to make the best use of resources, triage staff, and serve community members

Business Partner

SJK Floor Sanding and Polishing Pty Ltd
Penrith, Australia
12.2008 - 05.2020
  • Managed strategic partnership initiatives to drive measurable outcomes and deeper relationships with cross-functional teams
  • Built deep relationships with store managers, business owners, and distribution partner sales teams
  • Drove business success by maintaining and applying current knowledge of sales, promotions, and policies
  • Established and developed a highly efficient and dependable administrative team
  • Identified opportunities to use technology and automation to enhance communication between teams and achieve business success

Medical Receptionist

Kellyville Medical Centre
Kellyville, Australia
01.2019 - 03.2019
  • Organised paperwork such as charts and reports for office and patient needs
  • Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing

Retail Assistant

Noni B
Penrith, Australia
04.2018 - 09.2018
  • Served every customer with knowledgeable, friendly support at every stage of shopping and purchasing
  • Drove store revenue by offering customers accessories and related purchases to complete selections

Retail Assistant

Target
Penrith, Australia
10.2007 - 07.2008
  • Balanced and organised cash register by handling cash, counting change, and storing coupons
  • Provided friendly service and assistance to clients to promote customer loyalty, satisfaction, and sales

Skills

  • Digital Tools Proficiency (eg Tableau, SharePoint, Jira)
  • Risk Management
  • Problem Solving
  • Strategic Decision Making
  • Proficient in Microsoft Applications
  • AI & Automation Exposure
  • High Level Communication Verbal
  • Administrative Management
  • Managing Diaries and Meetings
  • Strong Decision Making Skills
  • Operational Efficiency Enhancement
  • Strategic Insight Development
  • Financial Administration
  • Stakeholder Engagement
  • Effective Conflict Resolution
  • Conference Planning
  • Customer Experience Officer
  • Team Leadership

Process & Operational Efficiency

Accomplishments

  • Successfully transitioned into a Counter Fraud Consultant role with minimal ramp-up time, quickly developing expertise in fraud detection, risk analysis, and claims compliance
  • Process Improvement, Built and led the transition from SharePoint to Jira as the primary tool for capturing and managing project information, enhancing efficiency and collaboration
  • Process Improvement, Implemented a new framework system designed for use by multiple stakeholders to align teams on priorities
  • Partner Management, Successfully organised and executed a conference event, coordinating efforts between internal teams and external stakeholders to ensure seamless planning and execution
  • Successfully completed comprehensive training to become a certified Lifeline support counsellor

References

Susan Anderson | Executive Manager Retail Distribution | Susan.Anderson@iag.com.au | 0430559055

Paula Cobb | Principle Agency Relationships | Paula.Cobb@iag.com.au | 0411010975

Timeline

Counter Fraud and Intelligence Consultant

IAG
01.2025 - Current

Initiative Delivery Coordinator

IAG
05.2024 - 01.2025

Assistant Executive Manager

IAG
08.2021 - 05.2024

Sales and Services Consultant

IAG
05.2020 - 08.2021

Medical Receptionist

Health Smart Medical Centre
04.2019 - 05.2020

Medical Receptionist

Kellyville Medical Centre
01.2019 - 03.2019

Retail Assistant

Noni B
04.2018 - 09.2018

Business Partner

SJK Floor Sanding and Polishing Pty Ltd
12.2008 - 05.2020

Retail Assistant

Target
10.2007 - 07.2008

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Hannah Kallins