Jaisica Chovhan
Wellington
Summary
Experienced financial services professional with a strong track record in the industry since 2004. Successfully performed various roles in claims assessment, broking, sales & retention, and underwriting. Thrived in highly regulated environments, adept at handling difficult conversations and establishing effective working relationships. Skilled at building rapport with stakeholders and achieving mutually beneficial outcomes. Seeking new career opportunities within the financial services sector to further expand expertise and contribute to organizational success.
Overview
15
15
years of professional experience
Work History
Manager Customer Service & Retention
Suncorp NZ - Asteron Life
06.2023 - Current
- Provide assistance to the Executive Manager Claims & Customer Solutions in leading and developing an industry best practice service function that achieves key objectives in efficiency, customer service and retention standards
- Lead and develop a highly engaged team of customer service and retention consultants to provide market leading service to Suncorp NZ customers and advisers
- Build a customer centric and continuous improvement culture in the team to increase customer and advisor satisfaction, whilst contributing to the growth and sustainability of the business
- Work collaboratively across the business to deliver 'great' experiences to customers, through first point resolution in an effective and efficient manner
- Work collaboratively across the Life leadership team and other stakeholders contributing to the life strategy and business plan
- Own and deliver retention targets to maintain Asteron's lapse experience in the industry
- Own the customer relationship between advisor networks, business partners and drive proactive service improvements to meet the needs identified through these relationships
Leader Online Channels and Retention
Suncorp NZ - Asteron Life
04.2022 - 06.2023
- As an Online Channels and Retention leader Asteron life I am in charge of leading a team of five, having regular catch ups, motivating the team and leading them to success
- One of my achievements was to lead the team to achieve the team target for the financial year 2022 - 2023 in 11 months with a 2.4FTE
- Provide assistance to the Executive Manager Claims & Customer Solutions in leading and developing an industry best practice service function that achieves key objectives in efficiency and customer service standards
- Lead and develop a highly engaged team to provide market leading service to Suncorp NZ customers and advisors across all channels
- Build a customer centric and continuous improvement culture in the team to increase customer and advisor satisfaction, whilst contributing to the growth and sustainability of the business
- Work collaboratively across the business to deliver 'great' customer experiences to customers, through first point resolution in an effective and efficient manner
- Build a customer centric and continuous improvement culture and empower the team to deliver improved retention results
- Work collaboratively across the Life leadership team and other stakeholders contributing to the life strategy and business plan
- Own the customer relationship between advisor networks, business partners and drive proactive service improvements to meet the needs identified through these relationships
Client Engagement Specialist
Flint Wealth
11.2021 - 03.2022
- As a client engagement specialist, I am the main point of contact for all client queries and responsible for account opening process including AML onboarding process
- I also ensure that errors and breaches are kept to a minimum and clean audits and reports and regulatory reviews are produced
- Main point of contact for all client queries
- Responsible for maintaining FAQs, help centre and saved responses
- Coordinating ongoing engagement with users
- Communicating with users inline with the rules laid out in relevant Regulations
- Identifying opportunities for improving customer experience
- Build strong relationships with stakeholders
- Responsible for account opening processes including AML onboarding process
- Maintain operational excellence by ensuring errors and breaches are kept to a minimum and clean audit reports and regulatory reviews are produced
- Contract position
Health Plan Surgical Claims Assessor and Underwriter
New Zealand Police Association
04.2021 - 11.2021
- Company Overview: The Police Health Plan is independently owned and operated by the New Zealand Police Association (NZPA) to enhance the wellbeing of police and their family
- In this role I was primarily in charge of dealing with complex claims, having difficult conversations with the members and negotiating surgery costs with providers to get the best outcome for both members and the organisation
- I would also have difficult conversations with members to discuss their move from one surgical provider to another to get the appropriate and cost effective medical benefits
- Underwriting of all new members joining the Health Plan or members that are amending their current cover
- Liaising and negotiating with providers regarding and negotiating surgical costs
- Processing ex gratia applications
- Assessing surgical claims for prior approval in accordance with scheduled entitlements and the policy terms and conditions
- Approve (or decline) claims within delegated authority and correspond accordingly with members
- Manage claim costs with reference to usual, reasonable and customary (URC) charges and communicate this with the member
- Liaise with medical consultants as required for specialist medical/surgical advice
- Liaise with legal consultants to ensure member ACC entitlements are received
- Assist members with coverage queries
- Comply at all times with company policies and procedures as well as relevant legislation and regulation
- Contribute to documentation such as updating claim handling guidelines and reviews of URC
- Contribute to peer reviews and continuous learning of complex claims and cases
- Dealing with complex claims and higher delegation authority to approve claims up to $80,000 per procedure
- Relationship management with providers and members
- The Police Health Plan is independently owned and operated by the New Zealand Police Association (NZPA) to enhance the wellbeing of police and their family
Health Plan Supervisor
New Zealand Police Association
11.2018 - 04.2021
- As a Health Plan supervisor at the NZPA I was in charge of leading a team of six, having regular catch ups, motivating the team and leading them to success
- One of our achievements was to lead the team to receive the Consumer People's Choice Award in 2019 where NZPA was the only Health Insurer to receive this award
- I conducted regular audits on claims being processed to ensure that these were paid in line with the policy entitlements
- When dealing with complaints and escalations I ensured that my decision is backed up with findings and evidence
- Responsible for overseeing the day to day of the Health Plan administration
- To ensure all Health Plan processes are completed promptly, within agreed service standards
- Leading, motivating and empowering a team of six
- Completing the annual rollover of the benefit year
- Ensuring that all Police Health Plan working environment is maintained in an appropriate business-like manner
- Ensuring that any inward correspondence is responded to within 6 working days
- Provide training as required to Police Health Plan staff and Member Services Centre staff
- Underwriting of all new members joining the Health Plan or members that are amending their current cover
- Processing ex gratia applications
- Dealing with complex claims/enquiries and complaints
- Relationship management with providers and members
Personal Lines Insurance Broker
Crombie Lockwood
10.2017 - 11.2018
- My role at Crombie Lockwood primarily dealt with dealing with clients, building rapport and assessing their needs to recommend appropriate products that best suit their needs
- This role also saw me as being the first point of contact for claims, and required me to have difficult conversations with client during renewal process
- This often involved explaining the reason for increased premiums and providing them with alternative quotes from different providers, explaining the policy difference and benefits
- Manage all clients to ensure they are appropriately covered
- Develop and deliver new business, retention and profitability targets
- Exceed your personal targets/budget
- Support the Group Broking Manager so that branch business plan targets are exceeded
- Coach the Broker Support Staff to develop their knowledge and capabilities so that they become able to manage their own client base
- Continually develop and manage exceptional client relationships to achieve Crombie Lockwood's commitment to deliver an outstanding experience and in doing so earn their trust and loyalty
- Retain all existing clients and gain new clients from positive client referrals
- Apply best business practice - ethically, professionally and with integrity in all circumstances so that Crombie Lockwood's reputation and brand is never undermined
2IC Insurance Consultant
NZAA New Zealand Automobile Association
08.2015 - 10.2017
- As a customer facing Insurance consultant at the NZAA I interacted with customers, and built rapport to gain customer trust in order to assess customer needs and offer products based on those
- I was also in charge of the centre when required and managed the team and lead the team to success for 4 weeks when the manager was away
- Sell and promote AA insurance and AA Financial Services range of products, through proactive face to face and telephone contact, using sales and service techniques
- Actively cross sell other AA products to provide a total value added solution to customers
- Handle all customer request and seek effective solutions
- Have cooperative working relationships with peers, team leaders, and managers, proactively supporting the team's effort to achieve performance targets and maximize customer satisfaction
Group Sales Consultant
Southern Cross Health Society
09.2009 - 08.2015
- As a group sales consultant my role was to enrol employees of corporate accounts to Southern Cross Health plan
- Ensuring that employees are enrolled in the appropriate plan
- Several times I was awarded with accolades and sales awards including the Top Telephone Sale Consultant in NZ for Southern Cross for 5 years in a row
- Enrolling employees of corporate accounts to Southern Cross healthcare plans
- Ensure that sales targets are achieved within site locations and that penetration is increased
- Strong relationships are built with group secretary within accounts
- Solution based selling of Southern Cross policies to meet customer needs and completion of detailed medical based applications
- Manage Service Levels with clients through scheduled cycles within portfolio
- Maintain Data Integrity of Customer Relationship Management and Membership Database Systems
- Work closely with other team members contributing to develop strong team culture
Education
Diploma of Financial Service - Life Insurance (ANZIIF) Snr Asso CIP
ANZIFF
Bachelor - Commerce and Administration (Commercial Law)
Victoria University of Wellington
Computer Based Introduction to Life Underwriting Exam -
Skills
- Strong Financial Background
- Decision-making
- Problem resolution
- Experience in dealing with Escalations and Complaints
- Result driven
- Enthusiastic
- Self-motivated
- Confident
- People person
- Teamwork and collaboration
- Attention to detail
- Dependable and responsible
Accomplishments
- Successfully lead the telephone project to completion during acquisition with another organisation.
- Successfully developed an alternative for the phone dialler for the retention team during acquisition with another organisation. Which resulted in transparency in reporting for the retention team.
- Successfully led the retention team to success every year since leading the team.
- Transformed the contact canter team in collaboration with the work force planning team and lead them to success by improving service levels, productive and adherence.
Timeline
Manager Customer Service & Retention
Suncorp NZ - Asteron Life
06.2023 - Current
Leader Online Channels and Retention
Suncorp NZ - Asteron Life
04.2022 - 06.2023
Client Engagement Specialist
Flint Wealth
11.2021 - 03.2022
Health Plan Surgical Claims Assessor and Underwriter
New Zealand Police Association
04.2021 - 11.2021
Health Plan Supervisor
New Zealand Police Association
11.2018 - 04.2021
Personal Lines Insurance Broker
Crombie Lockwood
10.2017 - 11.2018
2IC Insurance Consultant
NZAA New Zealand Automobile Association
08.2015 - 10.2017
Group Sales Consultant
Southern Cross Health Society
09.2009 - 08.2015
Bachelor - Commerce and Administration (Commercial Law)
Victoria University of Wellington
Computer Based Introduction to Life Underwriting Exam -
Diploma of Financial Service - Life Insurance (ANZIIF) Snr Asso CIP
ANZIFF
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