Kay Fassoularis

AustralianSuper · April 2025 – Present

· Selected for secondment to support the Early Resolutions Centre during a period of high complaint volumes.

· Triaged and resolved non-complex complaints in line with Fund and regulatory requirements.

· Delivered empathetic, phone-based support to members and employers regarding superannuation contributions, account setup, and employer verification.

· Escalated complex or high-risk matters to senior staff, ensuring compliance and reputational protection.

· Maintained accurate case documentation using CRM and SharePoint systems.

· Contributed to quality assurance initiatives including evaluation scoring tools and process improvements.

· Demonstrated advanced skills in complaint handling, time management, and superannuation knowledge.

• Enhanced case processes to streamline operations and expedite resolutions within the Australian superannuation sector’s death claims.
• Fostered improved team collaboration through the establishment of clear communication channels and a supportive team environment.
• Conducted ongoing training sessions to equip staff with best practices in managing death claims, thereby enhancing overall team efficiency.
• Provided informal mentorship to new case managers and service coordinators, offering guidance and clarification on company procedures.
• Offered leadership and support to team members, promoting professional development and cohesion.
• Facilitated senior-level discussions to drive process improvements in death claims management within the Australian superannuation sector.
• Managed AFCA complaints and mediated cases from start to finish, ensuring seamless resolution and effective communication throughout.
• Assisted team members in effectively managing payout exits within the death claims process, ensuring efficient task execution and workflow.
• Collaborated with external agencies to secure resources for clients, ensuring optimal support and care.
• Monitored clients’ progress and tracked client services to provide crisis interventions.
• Spearheaded initiatives aimed at streamlining workflows within the department, reducing administrative burdens on staff members while maintaining high-quality services for clients.
• Formally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
• Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
• Mentored junior case managers to enhance their skill sets and promote professional growth.
• Delivered ongoing training sessions for staff members on best practices in case management, enhancing overall team performance.
• Facilitated individual and group sessions to promote positive behavior change for clients.
• Provided leadership, guidance and support to staff members.
• Established and maintained relationships with key stakeholders.

AustralianSuper · June 2025 – July 2025

· Managed a portfolio of member complaints, conducting thorough investigations and ensuring timely resolution.

· Participated in workshops to improve end-to-end complaint processes, including collaboration with stakeholders

· Helped reduce AFCA escalations through proactive case management and member advocacy.

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• Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
• Liased with complainants to resolve and provide education of complaint

• Offer guidance, coaching, and support to new team members during their onboarding and integration process.
• Take ownership of portfolios and associated workflows to ensure customer requirements are met.
• Establish rapport with customers over the phone, maintaining regular contact and identifying appropriate support services.
• Evaluate claims against policy terms, providing clear rationale for decisions and weighting of evidence.
• Handle incoming work items according to service level agreements and departmental objectives.
• Ensure all written communication is timely, accurate, and professional.
• Identified fraudulent claims with comprehensive investigations, minimising company losses and maintaining integrity in the claims process.
• Maintained accurate records of all claims assessed, facilitating easy retrieval when needed for audits or internal reviews.
• Established trust among clients by consistently demonstrating empathy and understanding throughout the entire claims assessment process.
• Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
• Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
• Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
• Utilised analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
• Reduced claim processing time by implementing efficient workflow strategies and prioritising tasks effectively.
• Maintained detailed records of all claims activities, ensuring compliance with regulatory requirements and company policies.
• Analyzed information gathered by investigation and reported findings and recommendations.
• Provided exceptional customer service by empathetically addressing claimants’ concerns and effectively explaining the claims process to them.
• Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
• Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
• Examined claims forms and other records to determine insurance coverage.
• Conducted day-to-day administrative tasks to maintain information files and process paperwork.
• Researched claims and incident information to deliver solutions and resolve problems.

• Effectively manage multiple tasks and priorities.
• Take ownership of claims and maintain regular proactive follow-up through phone contact to drive outcomes.
• Support and adapt to change to enhance customer service for claimants.
• Build effective relationships with team members and key contacts.
• Listen attentively to claimants and promptly address their concerns with accurate information.
• Handle difficult conversations by listening actively, empathising, and resolving issues promptly.
• Contribute to continuous improvement initiatives.
• Provide excellent service by thoroughly understanding claimants’ circumstances, expectations, and needs.
• Take personal responsibility to ensure actions are completed on time and prioritise member experience.
• Proactively manage claims portfolios according to quality case management standards.
• Pursue development opportunities to enhance skills and capabilities.
• Adhere to service and quality standards in all work.
• Apply a thorough investigative approach to death claims to identify all eligible claimants promptly.
• Minimise delays by managing documents effectively and coordinating with stakeholders.
• Consistently deliver high-quality work with minimal errors or breaches to meet team and departmental goals.
• Be an active team player and contribute to shared objectives.
• Ensure compliance with legislative requirements and guidelines.

• Offer guidance, coaching, and support to new team members during their onboarding and integration process.
• Conducted day-to-day administrative tasks to maintain information files and process paperwork.
• Maintained contact with claimants and attorneys to determine treatment status.
• Followed up on potentially fraudulent claims initiated by claims representatives.
• Evaluated original investigation reports and documents to resolve secondary concerns.
• Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
• Take ownership of portfolios and associated workflows to ensure customer requirements are met.
• Proactively oversee claims from start to finish, aligned with the claims philosophy.
• Establish rapport with customers over the phone, maintaining regular contact and identifying appropriate support services.
• Manage stakeholder expectations to ensure a seamless customer experience.
• Evaluate claims against policy terms, providing clear rationale for decisions and weighting of evidence.
• Engage third parties for claim assessment support as necessary, based on cost-benefit analysis.
• Handle incoming work items according to service level agreements and departmental objectives.
• Manage claims within risk and governance frameworks such as the Life Insurance Code of Practice.
• Recognise, categorise, and prioritise work with minimal intervention required.
• Ensure all written communication is timely, accurate, and professional.
• Process claim payments and calculate CPI increases within delegated authority.
• Contribute to special projects within the team when needed.
• Review cases of other team members as necessary.
• Ensure timely action on claim remediation and escalations.
• Apply medical, legal, claims assessment, and superannuation knowledge consistently to evaluate claims.
• Provide training to assessors, trainee assessors, and administrative support staff as needed.

• Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Assisted call-in customers with questions and orders.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Streamlined communication between customers and internal departments for timely issue resolution.
• Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
• Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
• Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Cross-trained and backed up other customer service managers.
• Sought ways to improve processes and services provided.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
• Streamlined internal processes for increased efficiency, improving overall team performance and productivity.
• Actively participated in community events to promote company brand awareness among potential candidates.
• Remained current with training and sought new training opportunities to further personal growth.
• Provided constructive feedback to internal teams based on customer complaints, contributing to continuous improvement initiatives.
• Managed high volumes of customer complaints, ensuring timely and effective resolutions for improved customer retention.
• Served as a role model for other Complaints Officers by maintaining a professional demeanor and providing exceptional service in all customer interactions.
• Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
• Maintained up-to-date knowledge of industry regulations and compliance requirements related to consumer complaints handling processes.
• Conducted thorough investigations into complex complaint cases to determine appropriate resolution strategies.
• Developed strong relationships with key stakeholders through clear communication and collaborative problem-solving efforts.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.