Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, VIC

Commercial Cookery Certificate III - Commercial Cookery

Regency College of TAFE
Regency Park, SA

Food And Wine Service -

TAFE SA - Adelaide College
Adelaide, SA

High School Diploma -

Mount Barker High School
Mount Barker, SA

Skills

  • 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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Kirsten Coates