Haramneet Kaur Virk
Tarneit
Summary
Experienced and results driven Senior Case Manager with over 7 years of expertise in end-to-end management and quality assurance of superannuation claims, including Death, Total and Permanent Disablement (TPD), Income Protection (IP), Permanent Incapacity (IP) and Terminal Illness (TIB) claims.
Possess a strong background in quality assurance, audit reviews, identifying process gaps and continuous process improvement with a proven ability to train and coach teams to improve quality standards, service delivery, adherence to regulatory requirements and improve overall claims experience.
Passionate and driven to contribute to ongoing improvement and streamlining of claims processes to deliver better outcomes for members.
Overview
16
16
years of professional experience
Work History
Senior Case Manager
MUFG- CBUS Claims
01.2024 - Current
- Managed end to end claim process of complex Death, TPD, PI, IP and TIB claims with precision and empathy.
- Mentored and trained new case managers, answering questions, offering opportunities to shadow and observe and explaining basic Case management principles.
- Quality checking of payments, insurance proceeds and audit reviews across all types of claims to ensure legislative requirements and policy guidelines are met.
- Participated in Death Aged Claim review project and worked closely with Cbus Trustees to collaborate and further progress the claim.
- Acted as Team Manager when required due to leave and lead a Team of 20 Case Managers to achieve operational goals, monitor workflow, enhancing team efficiency and productivity.
- Subject matter expert for Claims Administration Team and other internal parties.
- Received Higher Achiever Award in 2024 out of 50 Case Managers.
- Respond to member queries, third-party requests, and fund inquiries in a timely, professional manner.
- Resolve complaints and escalations using conflict resolution strategies.
- Ensure compliance with legislation and superannuation industry standards.
- Apply conflict resolution and negotiation skills in managing these queries and escalations, typically under stressful and emotional circumstances for the member.
Senior Case Manager
Mercer- Care Super Claims
04.2019 - 12.2023
- Timely processing of Death, Permanent incapacity, Terminal illness, and Total permanent disability claims.
- Provide technical guidance, coaching and trouble shooting support to the Insurance service teams.
- Actively look to streamline and standardise best practice claims management processes within the team.
- Quality checking all Initial claim notification correspondence, Trustee submissions, Insurer Submissions, Payments and complex non standard tasks.
- Quality Checking of any complex and non standard processing, and responses to complex queries such as remediation, complex data analysis and responses to Trustee enquiries.
- Responsible for training and coaching new team members, contributing to smoother onboarding and process consistency.
- Complete complex administration tasks such as adhoc reporting, written responses to Trustees requests for data, analysis of data or incidents and identifying and resolving discrepancies.
- A nominee from Marsh and Mercer selected to travel to India to train new staff, reflecting trust in leadership and subject matter expertise.
- Monitoring of daily workflow management for the team to ensure SLA's are met.
- Dealing with complaints and escalations.
Case Manager
Link Group- Australian Super Claims
05.2018 - 04.2019
- Respond to queries and escalations from superannuation funds, members, third parties, and staff in a timely and professional manner.
- Liaise with all stakeholders (internal and external) relating to the claim documents.
- Delivered high-quality work promptly and with a high level of efficiency.
Senior Insurance and Claims Customer Service Specialist
Link Group
02.2016 - 05.2018
- Handling the initial death claim notification over the phone and explaining the claims process.
- Assisting terminal illness members with care and empathy and answering their inquiries.
- Helping members to initiate a Total and Permanent Disablement claim, Permanent Incapacity claim, and Income Protection claim during a difficult time and explaining the claims process.
- Using multiple internal systems to assist with inquiries.
- Quality checking calls for the team to ensure correct information and processes are adhered to.
Customer Care Agent
Origin
07.2014 - 02.2016
- Handing customer inquiries both on the telephone and via email regarding their utility bills.
- Educating customers on how to read their bills and explaining new plans offered by the company as per their needs.
- Managing payments over the phone for their utility bills.
Sales Assistant
David Jones
10.2009 - 07.2013
- Answering customer queries
- Responsible for processing cash and card payments
- Involved in stock control and management dealing with customer refunds balancing cash registers with receipts.
Education
Bachelor of Computer Applications -
Punjab Technical University
Diploma - Hospitality
Illawarra Business College
Certificate 3 - Financial Services
Skills
- End- to End- Case Management (Death, TPD, PI, IP, and Terminal Illness)
- Extensive experience in Quality Checking of all claim types to ensure legislation, regulatory requirements and Fund rules are met
- Extensive experience in conducting detailed claim audits on complex and aged claims across all claim types
- Highly skilled in identifying process and knowledge gaps within the claims team with a proactive approach to resolve the gaps through practical solutions
- Passionate about streamlining overall claims process to deliver better outcomes for members
- Conflict Resolution and Negotiation
- Stakeholder Liaison (Internal & External)
- Team Collaboration & Escalation Management
- Email & Telephone Communication
- Financial Literacy & Document Handling
Timeline
Senior Case Manager
MUFG- CBUS Claims
01.2024 - Current
Senior Case Manager
Mercer- Care Super Claims
04.2019 - 12.2023
Case Manager
Link Group- Australian Super Claims
05.2018 - 04.2019
Senior Insurance and Claims Customer Service Specialist
Link Group
02.2016 - 05.2018
Customer Care Agent
Origin
07.2014 - 02.2016
Sales Assistant
David Jones
10.2009 - 07.2013
Diploma - Hospitality
Illawarra Business College
Certificate 3 - Financial Services
Bachelor of Computer Applications -
Punjab Technical University
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