Jake Gould

Senior Claims Service Consultant - Catastrophe Claims

• Resolving complex claims, utilizing expert knowledge on policy coverage and regulations.
• Negotiating favourable settlements for customers, maintaining a high success rate in claim resolutions.
• Providing expert advice on coverage limits and exclusions, helping customers make well-informed decisions about their insurance entitlements.
• Understanding and applying the requirements for the General Insurance Code of Practice (GICOP).
• Travel to Allianz Recovery Centres (Melbourne & Bendigo) to assist vulnerable customers affected by floods.
• Assisting team members with resolutions to complex claims.
• Providing guidance and coaching to team members.
• Ensuring Allianz's promise to customers is met by demonstrating trust and transparency.
• Managing team during Team Manager's absence.

Complaints Handler - Catastrophe Complaints Team

• Knowledge and complying with regulations and compliance requirements of GICOP for the complaints handling processes.
• Resolved customer complaints promptly and professionally to enhance customer loyalty and increase customer satisfaction.
• Addressed customer complaints and concerns, providing mutually beneficial solutions.
• Allowing complainants to express concerns and ensure complainant is satisfied with the outcome of their complaint
• Taking risks to ensure customer satisfaction, resulting in a positive resolution for the customer with enhancing the companies reputation.

• Identifying providers and businesses such as companies, trusts, sole traders and partnerships.
• Enhanced assessment accuracy by streamlining data collection and analysis processes.
• Noting all relevant findings and information to the legal document.
• Paid attention to detail while completing assignments.
• Analysing audit reports and identifying relevant qualifications and professions.
• Proved successful working within deadlines and a fast-paced environment..

• Top skill agent - individual, business and debt
• Floor walking – Assisting and supervising new individual trained staff during consolidation period.
• Assisting individuals and businesses with online services such as myGov, myGovID and the business portal
• Negotiating payment plans, remissions and deferrals.
• Assisting with the government’s COVID-19 support measures; JobKeeper, JobMaker and the Cash Flow Boost.
• Assisting businesses/sole traders with tax roles and business activity statements.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
• Adhering to all workplace health and safety policies.
• Acted as a liaison between Front of House and Back of House departments, ensuring clear communication for seamless service delivery.
• Dealing with customer complaints, ensuring customers leave with a positive experience.
• Managing stock and meeting health and safety standards.