Kate Richter
Kewdale,WA
Summary
I possess strong analytical skills to reach positive outcomes, an innate ability to adapt & learn quickly, highly motivated, good communicator, a team player as well as confident decision maker. Bringing initiative, drive and a commitment to excellence in client service and enabled to prioritise tasks in order to meet deadlines.
Being key to building strong relationships with Direct Clients and Intermediaries, I am a confident communicator with Clients, Intermediaries & Colleagues, maintaining a cheerful & happy disposition.
I have a strong ability to multitask & manage day to day activities effectively. An eye for detail & an ability to think laterally are strong points.
Overview
17
17
years of professional experience
Work History
Service Manager Claims
ID Property, QBE Insurance Australia Ltd
01.2018 - Current
- Oversee the day-to-day management and leadership of the claims team from a people, performance and customer perspective
- Provide coaching and mentoring to team members
- Provide technical expertise and mentoring to build team development
- Lead recruitment processes and identification of talent internally and in the market
- Plan, manage and review performance of employees via annual performance review process
- Facilitate development of a succession plan within the team
- Ensure all team members have a personal development plan
- Delegated Authority Limits are in place and always adhered to
- Handling of complaints at a team level and refer investigations of suspicious/fraudulent insurance claims
- Effective process and team management to deliver cost effectiveness and quality service
- Adherence to company procedures in relation to complaints and compliance breaches
- Manage compliance, legislative or company policy breaches within team
- Completion of Open File Reviews and Quality Listening across team to drive coaching and development outcomes
- Supervise the investigation and settlement of claims with the team as required
- Coaching and mentoring for performance including through regular periodic reviews
- Review and settlement of complex and/or high value claims and otherwise extending authority to other team members
- Manage reserve adequacy, setting reserves and authorising payments within scope of authority, settling claims in the most cost and time effective manner
- Lead the team to respond to critical issues and exceptions appropriately
- Maintain good relationships with the relevant stakeholders.
Technical Claims Officer
QBE Insurance Australia Ltd
03.2012 - 01.2018
- Responsible for lodging and processing general and commercial and direct claims with a reserve over $150,000, for Products including Home & Contents, Landlord, Farm, ISR and Business Pack, Plant Machinery
- Liaise with clients, brokers and service providers in everyday management of claims in a timely and professional manner in line with agreed service standards
- Application of critical thinking and decision-making skills in determining liability for complex claims
- Payment Processing and authorisation for Domestic and Commercial claims
- Responsible for providing ongoing technical support to the claim’s officers in the GSSC
- Complaint handling and management through FOS and IDR
- Providing high level customer service whilst being attentive to accuracy of policies and information produced
- Establish and develop good working relationships with Brokers, Service Providers and QBE Claims Management Team
- Processing of denial letters
- Processing claims above claims officers delegated authority limit
Claims Relationship Manager
Perth, QBE Insurance Australia Ltd
06.2015 - 01.2016
- Liaise with clients, brokers and service providers in everyday management of claims in a timely and professional manner in line with agreed service standards
- Document in SalesForce and Develop claims skills of appropriate Intermediary staff via coaching and formal training
- Function to include the identification of accuracy and training issues Measure Claimwrite Lodgement/ STP Targets achieved
- Demonstrate compliance with relevant laws, regulations, licenses, industry codes and company policies
- Escalation and reporting of complaints, potential control weaknesses / compliance breaches / governance failures and complete assigned actions to manage risks (including regular updates and supporting documentation in infoRM)
- Monthly Huddle update with BRM / Underwriting teams on their panel on claim write targets and utilisations Evidence of monthly 1:1 dialogue conducted to actively report drive change and promote effective 2-way feedback with BRMs on broker plans
- Contribute and attend or dial in to monthly national CRM Meetings and provide documented minutes and outcomes to nominated parties within 5 business days of meeting Attend 2 Friday Sales Meetings per month
- Attend 1 Underwriting Huddle Group Meeting per week in rotation
- Comply with individual DAL levels at all times to be recorded in breach reports and reported as per Delegation of Authority Policy and Risk Management Strategy for QBE ANZO Operations
- Ex Gratia Payments to be recorded in the ex-gratia register and reported monthly to relevant Heads of and Strategy & Technical Claims
- Claim and Claim Write Training
- Complaint handling and management
- Reviewing and approving denial letters
Subject Matter Expert & Technical Coach
QBE Insurance Australia Ltd
12.2013 - 03.2014
- Responsible for training 24 new staff members in the Direct Home and Motor Division, cross training for lodgement & processing of claims
- Responsible for conducting training and overseeing transition of several waves to the GSSC
- Providing support and claims advice to the Direct Distribution, Intermediary Distribution claims teams including creation and presentation of up skill training material
- Updating desktop procedures for the implementation of new process scope
- Conducting training on new processes to be implemented into the GSSC
- Authorising Payments
- Reviewing and Authorising’s Declinature Letters
- Marking assessments
Claims Officer
QBE Direct Insurance Australia Ltd
07.2009 - 10.2012
- Inbound and outbound phone including tele-lodgement of claims
- Responsible for the Investigations, Fraud and Complex Direct Claims
- Responsible for processing claim allocation for both domestic and motor claims
- Processing payments & authorising payments
- Responsible for 2011 Perth Hail Catastrophe claims for denial, including review and action of all Home and Motor denial claims, IDR and FOS cases for the hail storm
- Assisted in the WA claim portfolio transitioning to the Melbourne Claim Service Centre including preparing and taking part in the implementation of procedures and training of new hires
- Assisted in the roll out of the first Internal Audit Program
- Providing high level customer service whilst being attentive to accuracy of policies and information produced
- Participated in the QBE Internal Mentoring Program
Client Service Manager
Infocus Money Management
12.2006 - 03.2009
- Managing the overall running of the Office
- Overview of Administration Staff
- Preparation of Documentation and Application Forms for Superannuation, Pension, Investment and Life Insurance Policies
- Following up of New Business Policies
- Issuing Documentation, Policies and Information to Clients
- Organising Client functions
- Scheduling Client Appointments and Business Meeting
- Data Processing and Upkeep
- Processing and Distribution of Cheques
Education
Certificate IV in Financial Services -
FNS40107
Mental Health First Aid (MHFA) -
Accredited MHFAider -
Training in Underwriter Agencies & Business Needs -
Completed
(Insurance Broking) -
Certificate III in Financial Services
Certificate II in Financial Services
Completed Course in FSRA
Skills
- Client Rapport-Building
- Manage Settlements
- Building Construction Knowledge
- Claims Analysis
- Team Motivation
Timeline
Service Manager Claims
ID Property, QBE Insurance Australia Ltd
01.2018 - Current
Claims Relationship Manager
Perth, QBE Insurance Australia Ltd
06.2015 - 01.2016
Subject Matter Expert & Technical Coach
QBE Insurance Australia Ltd
12.2013 - 03.2014
Technical Claims Officer
QBE Insurance Australia Ltd
03.2012 - 01.2018
Claims Officer
QBE Direct Insurance Australia Ltd
07.2009 - 10.2012
Client Service Manager
Infocus Money Management
12.2006 - 03.2009
Certificate IV in Financial Services -
FNS40107
Mental Health First Aid (MHFA) -
Accredited MHFAider -
Training in Underwriter Agencies & Business Needs -
Completed
(Insurance Broking) -
Certificate III in Financial Services
Certificate II in Financial Services
Completed Course in FSRA
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