Summary
Overview
Work History
Education
Skills
Timeline
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Hannah Skeldon

Melbourne,VIC

Summary

Knowledgeable and dedicated professional with extensive experience in customer service and the claims industry. A solid team player with an outgoing, positive demeanour and have proven skills in establishing ongoing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

4
4
years of professional experience

Work History

Insurance and Claims Support Officer

CBUS Super
Melbourne, VIC
11.2024 - Current
  • Gained knowledge of the end-to-end claims process and operations within superannuation with a particular focus on death, TPD and TIB claims.
  • Reviewed trust deeds, death certificates, and all other relevant documentation to ensure members information is correct and accurate and updated accordingly when needed.
  • Ensured documentation such as claims packs were sent to members in line with company SLA's.
  • Worked within the compensation team managing my own cases within Salesforce to calculate the amount of compensation members/families are entitled to due to delays in claim processing and sent letters to advise.
  • Completed business validation testing to ensure high levels of data accuracy across the business and confirm calculations and processes are successful.

Administrative Assistant

MUFG
Melbourne, VIC
05.2024 - 09.2024
  • Completed 50+ inquiries daily from external customers regarding their coverage, including placing, increasing, decreasing, and also canceling cover.
  • Prepared and printed/emailed files such as member statements when requested.
  • Maintained accurate member records by updating job classifications to ensure the correct premiums were being paid.
  • Supported the quality assurance team to ensure that cover had been placed correctly/cancelled and back dated in line with member requests.

Claims Specialist

EBM Insurance
Melbourne, VIC
03.2023 - 04.2024
  • Managed a portfolio of of 60-70 claims from lodgement to finalisation. (Strata and landlord insurance claims).
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes to prevent unnecessary incoming interactions and disputes, i.e. the policy holder seeking clarification regarding timeframes and outcomes.
  • Developed strong working relationships with external partners such as loss adjusters, property managers, brokers and trades to facilitate an efficient claim resolution.
  • Had a delegated authority of $10,000 and processed all payments for settlement, ensuring data entry accuracy.
  • Adhered to all regulations and service level agreements within the business to avoid GICOP breaches.

Internal Claims Adjuster

Crawford & Company
Melbourne, VIC
04.2022 - 03.2023
  • Managed a portfolio of claims of 100-120 from lodgement to claim closure working closely with policy holders and the insurer.
  • Prepared summaries of damage, payments and determined policy coverage in line with the product disclosure statement.
  • Had a delegated authority of $65,000 and wrote a high number of reports to recommend payments for outstanding invoices and cash settlements.
  • Worked in accordance to company deadlines and KPI's and ensured these were met on a daily basis.
  • Handled complaints and ensured that they were dealt with in a professional manner and in line with company procedures and recognised when further escalations were required.

Claims/Customer Service Representative

WorkCover Queensland
Brisbane, QLD
10.2021 - 03.2022
  • Lodged a high volume of claims over the phones ensuring all data entry including account of what had happened and contact details were accurate.
  • Reviewed documentation and accounts to gain a full picture and worked closely with claimant and all other parties, from lodgement to the decision.
  • Determined validity of insurance claims and contacted companies and customers about decisions.
  • Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.

Customer Assistance Specialist

City of Port Philip
Melbourne, VIC
04.2021 - 09.2021
  • Answered, screened and resolved a high volume of calls from the public daily ensuring I have consistently met and exceed performance benchmarks i.e, call handling and wrap up time.
  • Educated clients on how to navigate company online systems e.g. websites and Apps to reduce call ques and work load within the office.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Documented all conversations with customers on the CRM systems to track requests, problems and solutions.
  • Provided support to new employees through coaching and call listening.

Education

Bachelor Degree (Hons) - Social Work

Manchester Metropolitan University
Manchester
06.2017

Skills

  • Proficient in Microsoft Office and Salesforce
  • Proven ability to meet KPI's and SLA's
  • Accredited Tier 2 General Insurance

Timeline

Insurance and Claims Support Officer

CBUS Super
11.2024 - Current

Administrative Assistant

MUFG
05.2024 - 09.2024

Claims Specialist

EBM Insurance
03.2023 - 04.2024

Internal Claims Adjuster

Crawford & Company
04.2022 - 03.2023

Claims/Customer Service Representative

WorkCover Queensland
10.2021 - 03.2022

Customer Assistance Specialist

City of Port Philip
04.2021 - 09.2021

Bachelor Degree (Hons) - Social Work

Manchester Metropolitan University

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Hannah Skeldon