Dynamic administrative professional with a proven track record in optimizing office workflows and managing diverse administrative tasks. Expertise in supporting senior management through effective scheduling and coordination, fostering a collaborative team environment that adapts seamlessly to evolving organizational needs. Committed to ensuring smooth operations and driving goal achievement, bringing highly transferable skills and a proactive approach to contribute positively within a dedicated team. Eager to join an organization that values enthusiasm, initiative, and exceptional performance after a voluntary redundancy from the previous role.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Underwriting Administrator
Lion Underwriting Pty Ltd
01.2017 - 01.2025
Generating critical documentation including invoices and policy documents for new business, renewals, and mid-term adjustments across multiple insurance classes such as General Liability, ISR, Marine, and Professional Indemnity.
Banking activities including daily allocations and monthly trust account reconciliations.
Arranging insurer and broker payments both locally whilst adhering to company financial crime prevention protocols.
Debtor management and credit control, to ensure policies are paid in line with company credit terms.
Producing strategic reports, including monthly renewal lists and ad hoc management reports.
Prepare and submit binder reports across multiple product classes, ensuring timely compliance with underwriting agreements and internal protocols.
Manage statutory obligations by preparing and lodging Stamp Duty and Fire Services Levy submissions with relevant State Government Revenue Offices.
Maintaining and updating the broker database to reflect mergers and acquisitions of debtors to the business.
Maintain accurate and up-to-date client records using iBAIS and Officetech systems, supporting operational continuity and client service excellence.
Provide frontline office support to stakeholders and management, including monitoring the central inbox and responding to general inquiries in a fast-paced environment.
Sales Administration
Shop-A-Docket
01.2012 - 01.2016
Provide reliable, timely administrative, sales and advertising support for fifteen Sales Representatives across the QLD metro, QLD regional and NSW regional territories.
Efficiently perform all administration duties relating to advertising campaign cycles, including data entry, accurate maintenance of client details in the customer database – ensuring all contracts are complete and updated in the system, manual and digital filing.
Liaise confidently with external and internal clients to facilitate advertising network approvals.
Ensure all advertising changes and client approvals are received and finalised before printing deadlines.
Generate client invoices and reconcile to contracted advertising spend.
Policy Administration Consultant
Suncorp
01.2003 - 01.2012
Confidently and decisively assess policy information and premiums, and implement FSR (Financial Services Reform Act) Underwriting Guidelines as a part of the Suncorp Underwriting Team.
Demonstrate Level 3 competency in all group mainframe systems (Insure/MS DOS, Apollo, Protect, Citrix, Enterprise) through daily use of systems to process policy Information.
Ensure Suncorp Compliance requirements are completed and current.
Provide excellent customer service and communication in every interaction with internal and external customers via e-mail, phone or mail, reflecting Suncorp values in each instance.
Perform responsibilities autonomously by prioritising workload - additionally assisting team members with any complex enquiries and extra workload where required.
Provide support to internal customers (Branch, Claims and Call Centre) with processing work, and provide extra resources to assist them in their interactions with the Policy Administration team.
Participate in Suncorp team training and development programs.
Call Centre Consultant
Suncorp
01.2000 - 01.2003
Demonstrate Level 3 competency in all group mainframe systems (Insure/MS DOS, Apollo, Protect, Citrix, Enterprise) through daily use of systems to process policy information Service Department.
Ensure all accuracy of all client insurance and all relevant notes about interactions with clients are logged for future reference.
Claims Department - provide knowledgeable, helpful and sensitive first point of contact to assist customers initiating a policy claim.
Advise customers of their policy entitlements, lodge customer claims and explain the claims processes as required.
Request excess payments.
Reinforce the Suncorp Group's commitment to 'Protecting what matters'.
Meet individual and team (KPI’s) Key Performance Indicator’s in line with overall business objectives.
2000 Certificate ID in Telecommunications (Martin College, Brisbane)
2000 Traineeship – Telecommunications Training (Department of Employment and Training)
Career Highlights
During my career with Shop-A-Docket, I provided reliable, timely administrative, sales and advertising support for up to fifteen Sales Representatives across the QLD metro, QLD regional and NSW regional territories.
Recognised as the highest performing 'closer' of advertising network approvals - this described my ability to efficiently facilitate the response to client requests for artwork changes.
Ensuring the accuracy of the changed/finished artwork in addition to meeting legal and compliance standards before printing deadlines.
Throughout my career with Suncorp, I established a reputation as a conscientious, high-performing, trustworthy team member with a strong, mature work ethic and an exceptional level of 140% productivity - consistently ensuring all tasks were completed within the FSR (Financial Services Reform) act/ guideline timeframes, and all client private and confidential information was handled with the utmost security and discretion.
Elevated to higher responsibilities: assessing client policies in the renewal cycle as a part of the Suncorp General Insurance Underwriting Team.
Assessing claims history and high risk factors for each policy to determine additional excess or cancellation of a policy all within Suncorp's Company Guidelines.
As part of a project team to drive accountability and productivity, I developed and maintained a Daily.
Workload Statistics spreadsheet to assist in collating data for each task undertaken by the Policy
Administration team. This contributed to developing a more accurate profile for timeframes attached to each task.
I identified ongoing error trends among Call Centre Consultants and provided feedback via their Team Leader/Supervisor to advise correct processes. This reduced unnecessary workload and assisted Consultants to improve their KPI results.
I developed templates for the Call Centre which ensured all information required was provided to action their requests. This reduced errors and returned work to Consultants.
My annual performance reviews consistently showed my KPI results always exceeded agreed goals as a result of my commitment to the highest workload standards.
Key Skills and Attributes
Outstanding customer service; high volume inbound/outbound operations; build professional relationships, establish rapport and liaise appropriately across diverse client groups.
Excellent written, verbal and interpersonal communication skills; reporting and documentation.
Highly effective problem solving, negotiation and resolution of complex situations.
Dedicated, inclusive team member with a cheerful, positive and enthusiastic nature.
Confident, diligent, decisive and reliable - successful in operating independently.
Strong emphasis on accountability and responsibility- accepting and completing tasks to the highest standard, mindful of FSR confidentiality and privacy protocols.
Meticulous attention to detail; able to multi-task with quality, accuracy and with specific consideration of ethical, legal and compliance standards.
Exceptional time management skills with high-level productivity and ability to work under pressure whilst managing challenging and conflicting priorities/deadlines.
Actively assists and supports colleagues, supervisors and/or managers.
Accurate, efficient completion of general office administration duties, including invoicing.
Proficient in Microsoft Word, Excel, Outlook, Access; Insure, Apollo, Protect, Citrix; Officetech, IBAIS; Enterprise; MYOB/MYOB Payroll/ Bookkeeping training; data entry, database management
Core Competencies
Underwriting Administration - including support to the Underwriting Executives, policy maintenance, banking, credit/debtor control, maintain client and broker records, frontline office support to stakeholders.
Policy Administration - including all aspects of general insurance; assessing and implementing Financial Services Reform (FSR) act/guidelines and underwriting procedures.
Sales Administration - including Sales team support, contract maintenance, client liaison and artwork changes/advertising approvals.
Training
2012 MYOB (version 19)/MYOB Payroll/Bookkeeping Course (Mobile learning Centre) Medical
2012 Reception Practices and Pracsoft (Wesley Health Management)
Maintaining patient records
Preparing and maintaining medical accounts
Pracsoft Basic Essentials computer training
Interpreting and applying medical terminology
Confidentiality, privacy and security within a medical environment
Marketer/Regional Outside Sales Representative at AC & E Commercial Underwriting Managers (Pty) LtdMarketer/Regional Outside Sales Representative at AC & E Commercial Underwriting Managers (Pty) Ltd