Summary
Overview
Work History
Education
Skills
Certification
Career Highlights
Key Skills and Attributes
Core Competencies
Training
Timeline
Generic

Joanne Ford

Woodridge,Australia

Summary

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.

Education

The Gap State High School
The Gap, QLD

Skills

  • ADMINISTRATION
  • SALES SUPPORT
  • INSURANCE 17 YEARS
  • CUSTOMER SERVICE FOCUS
  • MATURE WORK ETHIC
  • PROACTIVE AND EFFICIENT
  • OUTSTANDING COMMUNICATION SKILLS
  • ANALYSIS AND PROBLEM SOLVING
  • EXCELLENT PLANNING, ORGANISATIONAL, MULTI-TASKING CAPABILITIES
  • DATA ENTRY
  • INVOICING AND ACCOUNTS PAYABLE AND RECEIVABLE
  • ARTWORK APPROVALS
  • BANKING
  • MICROSOFT OFFICE SUITE
  • IT /COMPUTER LITERACY
  • PRODUCING STRATEGIC REPORTS
  • MANAGE STATUTORY OBLIGATIONS
  • MAINTAIN BROKER AND CLIENT RECORDS
  • STAFF TRAINING
  • INITIATION OF PROCEDURAL DOCUMENTATION

Certification

  • 2024 First Aid Certificate
  • 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
  • OHS processes
  • 2000-2012 Suncorp in-house training and workshops
  • Policy Underwriting
  • Contract Maintenance
  • Quality Client Service
  • Data Entry and Invoicing
  • Staff Training
  • Peer Auditing
  • Giving and Receiving Feedback
  • Clerical Skills

Timeline

Underwriting Administrator

Lion Underwriting Pty Ltd
01.2017 - 01.2025

Sales Administration

Shop-A-Docket
01.2012 - 01.2016

Policy Administration Consultant

Suncorp
01.2003 - 01.2012

Call Centre Consultant

Suncorp
01.2000 - 01.2003

The Gap State High School
Joanne Ford