Jared Hitchman
Wandong,VIC
Summary
Innovative and goal-oriented team leader and superannuation product expert, committed to professional development, continuous improvement, and delivering member-focused outcomes. With over 14 years of successful experience in the superannuation and customer service field, consistently recognized for excellence in customer service performance. Dedicated to utilizing expertise and skills to drive positive results and exceed expectations in any role undertaken.
Overview
16
16
years of professional experience
Work History
Dispute Resolutions Specialist
CareSuper
12.2023 - 10.2024
- Provided expert dispute resolution services on a variety of complex and compensation-based complaints, demonstrating versatility and adaptability in addressing unique client needs and conflict dynamics.
- Championed a culture of continuous improvement with our external administration team through regular feedback sessions, training sessions, and open discussions about process enhancements.
- Managed our external team of complaint investigators, ensuring thorough and timely resolutions to customer issues.
- Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
- Monitored performance metrics to identify trends in complaints and recommend improvements to business processes.
- Maintained strong relationships with key stakeholders within the organization, working together to address systemic issues contributing to customer dissatisfaction.
Business Development Operations Team Lead
CareSuper
02.2023 - 12.2023
- Designed strategic plan for component development practices to support future projects.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Lead the completion of monthly, quarterly and yearly audits from various consultancy firms
- Supported the strategic pillars of the Business Development Team for operational success.
Team Leader - Insurance Underwriting
Mercer Pty Ltd
08.2022 - 12.2022
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Operations Consultant - Fixed Term Role
CBUS
01.2022 - 04.2022
- Collaborated with clients to target issues and uncover methods that would increase operational efficiency.
- Implemented processes and procedures to improve overall efficiency in operations.
- Monitored corporate policies and procedures, ensuring compliance with federal regulations.
- Identified and analyzed project risks and developed mitigation strategies.
Team Leader - Insurance and Claims Contact Centre
Link Group
12.2018 - 09.2021
- Developed team communications and information for meetings and contact centre procedures.
- Led VISSF team in delivery of Contact centre services, Benefits and outgoing correspondence.
- Led team through our working from home deployment and various emotional and professional challenges faced by Covid lockdown
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Managed quality evaluations, internal access audits and benefit authorisation.
- Participated in team-building activities to enhance working relationships.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Prepared team for legislative changes in complaints handling with the introduction of RG271.
Team Leader - CBUS Member Service Delivery
Link Group
07.2016 - 12.2018
- Mentored and guided employees to foster proper completion of assigned duties.
- Coaching and Daily Reporting provided to team to improve against required KRAs
- Built strong relationships with customers through positive attitude during escalations
- Assisted Recruitment with new hire processing and existing induction programs.
- Molded team and embraced change to adapt within dynamic legislative environment
Cbus Member Experience Specialist
Superpartners and Link Group
03.2014 - 07.2016
- Marnie Greenings Team Superpartners
- Customer Experience of the Year Winner 2015.
Customer Service Consultant - Member Services
Superpartners
07.2008 - 03.2013
- Insurance and Claims Training through Transitional Role
- Supervisor and Team Leader Step-Up Roles
- Provided Member and Employer support to callers
- Documented customer calls in full in numerous systems to minimize confusion in future calls and facilitate complete resolutions to individual issues.
Education
RG146 - Superannuation -
Kaplan
VIC06.2019
Certificate 4 in Customer Service -
Kaplan VIC
VIC10.2017
Certificate 4 in Multimedia (Graphic Design) -
Box Hill Tafe
Melbourne VIC12.2006
VCE -
Warrandyte High School
Warrandyte VIC12.2005
Skills
- Team building and leadership
- Superannuation Product Expertise
- Dispute Resolution handling and resolution
- Implementation of Continuous Improvement Initiatives
- Insurance claim procedure processes
- Incident remediation and rectification
- Proactive and a team player
- Public Speaking
- Emotional Intelligence
- Mediation Techniques
Accomplishments
- Supervised team of up to 36 staff members.
- Achieved success by introducing PEGA and CCP for Insurance and Claim Lodgement tasks.
- Superpartners Customer Experience of The Year - 2015
- Superpartners Bronze Applaud Award for Unity – Summer 2013
- Cbus Fund Experience of the Year Winner – 2010
- Cbus Customer Experience of the Year Winner – 2009
- Customer Experience of the Month Winner – July, August, September 2009.
Additional Information
- References
Stewart Pender - 0482 184 162
CareSuper - Head of Business Development - February 2023 to December 2023
Steve Abbey - 0408 614 802
Hesta - Contact Centre Manager March 2021 to September 2021
Jayne Gooch - 0409 362 814
Client Partnership Manager VISSF - December 2018 to March 2021
Timeline
Dispute Resolutions Specialist
CareSuper
12.2023 - 10.2024
Business Development Operations Team Lead
CareSuper
02.2023 - 12.2023
Team Leader - Insurance Underwriting
Mercer Pty Ltd
08.2022 - 12.2022
Operations Consultant - Fixed Term Role
CBUS
01.2022 - 04.2022
Team Leader - Insurance and Claims Contact Centre
Link Group
12.2018 - 09.2021
Team Leader - CBUS Member Service Delivery
Link Group
07.2016 - 12.2018
Cbus Member Experience Specialist
Superpartners and Link Group
03.2014 - 07.2016
Customer Service Consultant - Member Services
Superpartners
07.2008 - 03.2013
RG146 - Superannuation -
Kaplan
Certificate 4 in Customer Service -
Kaplan VIC
Certificate 4 in Multimedia (Graphic Design) -
Box Hill Tafe
VCE -
Warrandyte High School
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