Kirsten Coates
Mount Barker,South Australia
Summary
Dedicated and hard-working Insurance Claims Leader with 19 years plus experience in the insurance industry within Suncorp. Extensive claims experience within the Specialty Motor - Caravan Motorhome and Boat Space and more recently experience with Home and Landlord claims as well as underwriting.
Overview
26
26
years of professional experience
Work History
Team Leader – Claims Specialist Team
Terri Scheer/Suncorp
07.2024 - 03.2025
- Provide leadership, support, mentoring and direction to the Claims Specialists Team
- Manage daily team priorities
- Meet or exceed individual and team Score Card objectives
- Drive and maximise productivity, at both individual and team level
- Develop and nurture effective working relationships with all team members, internal and external customers and stakeholders
- Positively contribute to the efficient and effective functioning of the team in order to meet organisational objectives
- Ensure through appropriate training and monitoring that claims settled by the team are within delegated payment authorities
- Reduce average claim costs by identifying, facilitating and implementing improved processes to deliver greater efficiencies
- Ensure compliance with laws, regulations, industry codes and organisational standards and report any breaches as they occur
- Maintain relationships with Technical Service Advisors, Claims Managers and IDR Teams to ensure fair and disciplined settlements of claims
- Ensure claims are actioned as defined in the Claims Procedure Manual
- Monitor and adhere to Claims Team Service Level Agreement to ensure brilliant claims experience for our customers
- Respond effectively to customer enquiries and complaints
- Monitor Phone queue reports to ensure team members are logged in and available
Technical Service Advisor - Secondment
Terri Scheer/Suncorp
03.2024 - 07.2024
- Manage and resolve escalated customer complaints improving customer satisfaction.
- Provide claim information and assistance to internal and external (AFCA) dispute resolution teams.
- Audit claims to ensure regulatory compliance and business processes and a high level of customer service is being adhered to.
- Provide feedback to team members to improve claims' staff capability and performance.
- Support claims staff with technical enquiries and requests that are above their delegation level.
Technical Support Officer - Specialty Motor
Suncorp
07.2022 - 03.2024
- Manage and resolve escalated customer complaints
- Audit claims to ensure compliance and business processes and a high level of customer service is being adhered to.
- Support claims staff with technical enquiries and requests that are above their delegation level.
- Training new and existing claims' staff across new and existing processes including preparation and implementation of training material.
- Provide individual coaching and feedback to team members to improve claims' staff capability and performance.
- Involvement with Subject Matter Expert Projects.
- Roll out "Train the Trainer" sessions for customer engagement teams to support Specialty claims processes.
Claims Specialist - Specialty Motor
APIA/Suncorp
01.2008 - 06.2022
- Claims management and processing for Home and Contents and Landlord insurance - APIA claims -2008
- APIA travel claims Management and processing -2008
- Motorbike claims - Suncorp AAMI, Shannons, Apia and GIO
- Caravan, Motorhome and Boat claims management and processing for Suncorp, GIO, Apia, AAMI, CIL and Shannons.
- Inbound and outbound customer service calls for management of new and existing claims.
- Lodgment of new claims
- Cash settlements
- Total loss settlements
- Payment of invoices
- Review and authorise payments.
- Reviewing and responding to customer correspondence.
- Reviewing and submitting quotes for assessment.
- End to end claims processing and handling.
- Training of new staff.
Customer Service Advisor
APIA
03.2006 - 01.2008
- Maintain high levels of customer service for an inbound call centre.
- Quoting and writing new business for Home and contents, landlord, Motor vehicle, Motorbike, Motorhome, Caravan, Boat, and Travel insurance products
- Answer enquiry calls for existing policies and home claims.
- Lodging new claims (non-motor)
- Claims enquiry calls (non-motor)
2nd Chef
Gray's Inn
01.2003 - 01.2006
- Trained kitchen staff to perform various preparation tasks under pressure.
- Placed orders to restock items before supplies ran out.
- Maintained well-organized mise en place to keep work consistent.
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
- Trained and mentored new staff members in kitchen safety, sanitation and cooking techniques.
Head Chef
Warrina Homes
01.1999 - 01.2005
- Created meal plans and prepared meals for a 45-bed residential Aged Care facility.
- Modified recipes to accommodate dietary restrictions and allergies.
- Oversaw scheduling, inventory management, and supply ordering to maintain fully stocked kitchen.
- Trained and managed kitchen personnel and supervised related culinary activity.
- Developed and remained accountable for food safety, implementing HACCP standards.
Education
Tier 2 General Insurance Compliance - Insurance
Australian & New Zealand Institute of Insurance & Finance
Melbourne, VICCommercial Cookery Certificate III - Commercial Cookery
Regency College of TAFE
Regency Park, SAFood And Wine Service -
TAFE SA - Adelaide College
Adelaide, SAHigh School Diploma -
Mount Barker High School
Mount Barker, SASkills
- Auditing - Quality Assurance
- Staff Training
- Coaching
- Technical Support
- Teamwork and collaboration
- Escalated complaint review
Timeline
Team Leader – Claims Specialist Team
Terri Scheer/Suncorp
07.2024 - 03.2025
Technical Service Advisor - Secondment
Terri Scheer/Suncorp
03.2024 - 07.2024
Technical Support Officer - Specialty Motor
Suncorp
07.2022 - 03.2024
Claims Specialist - Specialty Motor
APIA/Suncorp
01.2008 - 06.2022
Customer Service Advisor
APIA
03.2006 - 01.2008
2nd Chef
Gray's Inn
01.2003 - 01.2006
Head Chef
Warrina Homes
01.1999 - 01.2005
Tier 2 General Insurance Compliance - Insurance
Australian & New Zealand Institute of Insurance & Finance
Commercial Cookery Certificate III - Commercial Cookery
Regency College of TAFE
Food And Wine Service -
TAFE SA - Adelaide College
High School Diploma -
Mount Barker High School
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