Justine Jones
Toowong,QLD
Summary
Highly capable administrative and coordination professional with extensive experience across insurance and building service environments, managing end-to-end workflows, complex scheduling and high volumes of sensitive and confidential information. Demonstrated ability to coordinate multiple stakeholders while operating within strict governance, compliance and audit frameworks. Experienced in complaints management, risk awareness and exercising sound judgement in fast-paced, high-pressure settings. Currently completing a Diploma of Mental Health, with a long-term professional interest in further study in Psychology, supporting alignment with public health, ethical practice and wellbeing-focused environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Assessing Coordinator - Natural Hazard Claims
Suncorp Group
Brisbane, QLD
01.2024 - Current
- Provided high-level administrative coordination within a complex, highly regulated insurance environment.
- Managed and processed sensitive and confidential information, ensuring strict compliance with privacy, governance, and internal policies.
- Coordinated workflows across assessors, builders, claims managers, and internal stakeholders to ensure timely and accurate service delivery.
- Prepared correspondence, reports and documentation to support operational and leadership decision-making.
- Prioritised and managed competing deadlines in a high-volume, fast-paced environment.
- Identified process gaps and contributed to improvements in administrative efficiency and workflow management.
- Liaised professionally with internal teams and external stakeholders to resolve issues and support service outcomes.
Assessing Coordinator - Motor Claims
Suncorp Group
Brisbane, QLD
01.2023 - 01.2024
- Coordinated end-to-end administrative workflows for motor claims, including vehicle assessments, repairs and logistics.
- Assisted in the identification and escalation of potential fraud indicators, ensuring matters were managed in line with governance and investigative processes.
- Reviewed and processed towing invoices, ensuring accuracy, cost control and compliance with approved rates and processes.
- Managed and responded to customer complaints, providing professional, timely resolutions while maintaining confidentiality and organisational standards.
- Maintained accurate documentation and records to support compliance, reporting and audit requirements.
Claims Manager - Natural Hazard
Suncorp Group
Brisbane, QLD
04.2022 - 01.2023
- Managed insurance claims end-to-end, from initial lodgement through to resolution and settlement, within a regulated environment.
- Oversaw scheduling and sequencing of works to ensure timely restoration of properties back to pre-event condition.
- Acted as the primary point of contact for customers, managing sensitive and confidential information with professionalism, empathy and discretion.
- Managed and resolved customer complaints, ensuring concerns were addressed promptly while balancing policy, governance and service expectations.
- Maintained accurate documentation, records and correspondence to support compliance, transparency and audit readiness.
- Exercised sound judgement in assessing liability, scope, risk and appropriate escalation pathways.
Administration / Scheduling Coordinator
Rizon
Milton, QLD
09.2021 - 04.2022
- Provided administrative and scheduling coordination to support estimators assessing property damage for key stakeholders, including major insurers.
- Prepared and issued building contracts to customers, ensuring documentation was accurate, complete and issued within required timeframes.
- Managed regulatory compliance requirements, including coordination with relevant building authorities (such as QBCC) in accordance with state-based legislative requirements.
- Maintained accurate records and documentation to support governance, compliance and audit standards.
Education
High School Diploma -
Bishop Bavin
South Africa, JohannesburgSkills
High-level administrative coordination
Complex scheduling and diary management
Workflow planning and prioritisation
Document preparation and records management
Handling sensitive and confidential information
Compliance with regulatory and governance frameworks
Risk awareness and appropriate escalation
Complaints management and issue resolution
Professional stakeholder communication
Liaison with internal teams and external service providers
Data tracking, reporting and Excel-based workload management
Sound judgement and decision-making under pressure
Accomplishments
- Maintained high standards of confidentiality, accuracy and compliance while managing sensitive information across multiple concurrent claims in regulated environments.
- Supported the identification and appropriate escalation of fraud indicators, contributing to risk-aware decision-making within governance frameworks.
- Resolved customer complaints professionally and efficiently, balancing service delivery expectations with policy, regulatory and organisational requirements.
- Demonstrated strong professional judgement by prioritising urgent matters, adapting schedules and managing competing operational demands in fast-paced settings.
Certification
- Diploma of Mental Health
- Certificate IV in General Insurance
- Certificate III in Business
References
References available upon request.
Timeline
Assessing Coordinator - Natural Hazard Claims
Suncorp Group
01.2024 - Current
Assessing Coordinator - Motor Claims
Suncorp Group
01.2023 - 01.2024
Claims Manager - Natural Hazard
Suncorp Group
04.2022 - 01.2023
Administration / Scheduling Coordinator
Rizon
09.2021 - 04.2022
High School Diploma -
Bishop Bavin