Jigisha Sadadiwala (She/her)
Melbourne,VIC
Summary
Results-focused professional seeking new challenge and opportunity to advance skills within organization that values attention to detail, adaptable interpersonal skills, and strong analysis skills.
Diligent [Desired Position] with solid background in providing comprehensive solutions to complex technical issues. Proven ability to streamline operations and enhance user experiences through innovative problem-solving. Demonstrated proficiency in customer support and technical troubleshooting.
Overview
17
17
years of professional experience
Work History
Insurance Solutions Specialist
Insignia Financial - IOOF
11.2023 - Current
- Administer and manage end‑to‑end claims (Death, TPD, PI) across Super, Pension and Investment accounts, ensuring accuracy, compliance and timely Trustee approvals.
- Serve as Subject Matter Expert (SME), troubleshooting complex claims, mentoring colleagues and supporting the onboarding and training of new staff.
- Investigate and resolve complex client queries and complaints, delivering empathetic, compassionate support to vulnerable clients while maintaining service standards.
- Process and oversee new applications, rollovers/withdrawals, pension set‑ups and in‑specie transfers with a focus on efficiency and error reduction.
- Liaise and negotiate with solicitors, executors, beneficiaries, advisers and employers to secure documentation and achieve fair outcomes.
- Maintain up‑to‑date knowledge of legislation and regulatory changes, ensuring compliance and accurate guidance to the team.
- Build and strengthen relationships with internal and external stakeholders to improve collaboration and service delivery.
- Drive continuous improvement by capturing operational data, refining processes and contributing to system enhancements that reduce turnaround times.
- Collaborate cross‑functionally to streamline service delivery processes, improving operational efficiency and client satisfaction.
Client Solutions Specialist
Insignia Financial - IOOF
08.2021 - 11.2023
- Managed end‑to‑end client, adviser and employer requests across multiple channels, ensuring timely and accurate resolution.
- Processed superannuation, pension and investment account transactions such as new account setups, withdrawals, rollovers, switches, contributions, pension set‑ups and in‑specie transfers ect.
- Developed tailored financial solutions to meet client needs and enhance satisfaction.
- Delivered troubleshooting support for online access issues, improving digital adoption and client satisfaction.
- Achieved strong client service ratings (NPS) while building trusted relationships with stakeholders.
- Contributed to team capability by coaching new staff, supporting training initiatives and recommending process improvements.
- Effective communications via phone, email and live chat
Central Support Operations Consultant
Bupa ADF
01.2021 - 08.2021
- Accessing and processing specialist health bookings
- Responsible to manage portfolio of requests from 7 very busy Australian defence health centres.
- Achieve personal KPIs and service standards.
- Bookings and inquiry support for external and internal stake holders.
- Coaching and training new staff members
- Liaison with defence health centres and providers
- Attending inbound calls from the Defence health centres, ADF members and health services providers (Doctors and Specialists)
- Making outbound calls to finalise the health appointments for ADF members.
- Booking each requests as per the marked priority with speed and accuracy
- Maintaining and updating excel spread sheets for tracking all the requests.
Customer Service Representative - Lead Teller
Commonwealth Bank
01.2010 - 07.2014
- Insurance specialist for the branch, coaching staff members and helping manager to achieve insurance target
- Providing customer service by understanding and practicing bank's customer service standards
- Achieve personal sales and referrals target.
- Balance group transactions end of the day
- Leading team of tellers, resolving their queries and training of new staff
- Working as a lead teller responsible for managing cash flow of the branch
- Cash handling and cash processing
- Accurately processing of transactions with a high level of speed and accuracy
- Building a positive relationship with each internal and external customer
Service Consultant - Teller
ANZ Bank
05.2009 - 12.2009
- Identifying customer needs and providing excellent customer service
- Contributing to the achievement of branch targets by products and service referrals.
- Cash handling and reporting to supervisor
- Face to face dealing with customers and processing of various transactions.
- Cross selling and promoting various products.
Sales Representative
Victoria Electricity
01.2009 - 04.2009
- Outbound calling and selling Victoria electricity and gas connections to customers.
- Use strong negotiation skills to convert sales
- Convert opportunities in closed sales
- Achieving daily targets and maintain KPI's
- Follow up with outstanding business
- Arrange to send welcome kit to the new customers.
Financial Admin Officer
Valkyrie PWM / AMP Financial Planning Pty Ltd
09.2008 - 01.2009
- Process applications of superannuation, insurance, redemption, and rollovers
- Manage daily administrative processes.
- File Auditing, maintaining filling system
- Contacting potential clients to support sales leads
- Liaising and responding to insurance and superannuation queries from the clients
- Diary management
- Day to day assistance of Financial Planners
- Follow up client enquiry calls
Education
Diploma of Financial Services - DFS 1-4
RG 146 Australia
Melbourne, VIC12.2008
Bachelor of Commerce - Accounting
M. S University
India01.2003
Skills
- Client helpdesk & troubleshooting
- Processing banking transactions
- Quality Assurance & compliance
- Processing of superannuation / insurance applications
- Customer Enquiries & Issues Handling
- Fund management administration
- Liaison with internal and external stakeholders
- Project coordination
- Administration error rectification
- Customer relationship management
- Creative solutions
Accomplishments
- Received KUDOS nomination for promptly finalising TPD claim.
- Received appreciation email from the GM for presentation and hosting Chief member officer about Clientfirst principles, navigating systems, live speaking with clients to demonstrate the service levels.
- At Commonwealth Bank, nominated for the role of branch Insurance Specialist.
- At Commonwealth Bank, recognised by Branch Manager for successfully organising financial planning seminar for the branch.
- Commended by Franklin Templeton management for turning 30% of client complaints into future business.
Timeline
Insurance Solutions Specialist
Insignia Financial - IOOF
11.2023 - Current
Client Solutions Specialist
Insignia Financial - IOOF
08.2021 - 11.2023
Central Support Operations Consultant
Bupa ADF
01.2021 - 08.2021
Customer Service Representative - Lead Teller
Commonwealth Bank
01.2010 - 07.2014
Service Consultant - Teller
ANZ Bank
05.2009 - 12.2009
Sales Representative
Victoria Electricity
01.2009 - 04.2009
Financial Admin Officer
Valkyrie PWM / AMP Financial Planning Pty Ltd
09.2008 - 01.2009
Diploma of Financial Services - DFS 1-4
RG 146 Australia
Bachelor of Commerce - Accounting
M. S University