Maria Price

Key Responsibilities & Achievements

• Led the successful implementation and development of new teams to manage end-to-end insurance claim processes, improving workflow efficiency and customer satisfaction.
• Oversaw the recruitment, onboarding, and training of staff to support project and customer service operations.
• Designed and established operational procedures and team structures tailored to claims lifecycle management.
• Ensured teams delivered consistent, high-quality service across lodgement, assessment, repair coordination, and claim closure stages.
• Provided leadership and daily support to team members, promoting a collaborative and high-performance work environment.
• Monitored team KPIs and service levels to ensure targets were consistently met or exceeded.
• Acted as a key point of escalation for complex claims and customer issues, resolving them efficiently while maintaining positive client relationships.
• Worked closely with cross-functional departments to streamline processes and reduce delays in claims processing.
• Developed reporting tools and dashboards to track productivity, customer feedback, and project outcomes.
• Drove continuous improvement initiatives based on customer insights and internal performance metrics.

Skills & Competencies

• Strong leadership in building and managing high-performing customer service and claims teams.
• Expertise in end-to-end claims management across insurance repair workflows.
• Proven ability to implement systems and processes that drive efficiency and customer satisfaction.
• Excellent interpersonal and stakeholder management skills.
• Skilled in team performance monitoring, coaching, and development.
• Proficient in industry-specific software, including Prime and In4mo, Endata.
• Monthly performance review meetings with insurance clients to discuss KPIs, service delivery outcomes, and identify opportunities for process improvement.

Key Responsibilities & Achievements

• Maintained strong client relationships by attending monthly meetings with insurance partners to review performance, address concerns, and ensure alignment with agreed service standards.
• Partnered with the National Insurance Manager in monthly operational performance reviews, delivering data-driven insights and recommending strategies to improve supplier efficiency.
• Implemented and led strategic event management plans for large-scale events, overseeing all aspects including logistics, stakeholder engagement, team coordination, and outcome reporting.
• Played a central role in the coordination and delivery of major events, ensuring seamless execution through effective planning, on-site operations management, and post-event analysis.
• Produced comprehensive event and performance reports, contributing to continuous improvement initiatives and alignment with business objectives.

Responsibilities & Experience:

• Facilitated insurance repair works, ensuring smooth and efficient progress throughout the claim’s lifecycle.
• Scheduled daily assessment appointments for site managers, optimizing workflow and resource allocation.
• Managed claim costs, including processing variations and contractor quotes for client approval.
• Monitored repair progress closely and provided regular, clear updates to clients to maintain transparency.
• Maintained clear and concise communication with customers, fostering satisfaction and trust.
• Managed Contract Partner compliance records, ensuring accurate and up-to-date documentation.
• Conducted client services administration and reporting duties to support operational efficiency.

Key Skills & Expertise:

• Solid understanding of accounting principles related to claim cost management.
• Ability to plan and coordinate trades effectively in collaboration with site supervisors.
• Responsible for accurate data entry and processing of new incoming claims.
• Experienced in managing Claims Inbox by allocating and assigning work orders daily.
• Proficient in end-to-end claim management, ensuring seamless claims handling from initiation to closure.
• Skilled in Prime and In4mo software applications.

Key Responsibilities & Experience

• Managed end-to-end insurance repair processes, from initial assessment to project closure.
• Scheduled daily site assessments for Site Managers, ensuring optimal coordination and minimal downtime.
• Oversaw claim cost management, including variations, contractor quotes, and budget tracking.
• Provided clients with timely and proactive updates on claim and repair progress.
• Maintained clear and professional communication with customers throughout the claim lifecycle.
• Managed Contract Partner compliance and ensured accurate record-keeping.
• Delivered client service administration, reporting, and stakeholder engagement.
• Administered the Claims Inbox, allocating and assigning incoming work orders promptly.
• Entered and maintained data on new incoming claims with a high level of accuracy.

Scheduling & Operational Oversight

• Reviewed and managed daily work schedules, monitored subcontractor routes, and addressed unplanned absences.
• Ensured work orders were completed within SLA and escalated risks when required.
• Applied geographical knowledge and understanding of subcontractor capacity to optimise job allocation.
• Identified and mitigated potential service delays, proactively maintaining business continuity.
• Coordinated emergency "make safe" services in urgent situations.

Customer Service & Communication

• Took full ownership of customer enquiries, following through to resolution.
• Handled queries related to appointments, repairs, and project updates with professionalism.
• Utilised active listening and effective questioning to identify customer needs and concerns.
• Maintained accurate and up-to-date customer records within internal systems.

Essential Skills & Competencies

• Strong foundational knowledge of accounting principles relevant to claims and repair cost management.
• Skilled in coordinating trades and subcontractors in collaboration with Site Supervisors.
• High attention to detail in administrative tasks and data entry.
• Excellent communication skills with a focus on client satisfaction.
• Strong multitasking abilities in a fast-paced, high-volume environment.

Key Responsibilities:

• Managed and resolved diverse verbal, written, and email correspondence from advisers, customers, and internal staff regarding financial protection products, including life insurance and income protection.
• Handled inbound adviser and client phone calls daily, adhering to a structured roster to ensure full team coverage.
• Conducted outbound calls to advisers to clarify requirements and provide tailored solutions.
• Utilized systems such as Salesforce, BPMS, and Work Management System proficiently for case management and tracking.
• Applied strong problem-solving skills to interpret requests, deliver solutions, and escalate complex issues appropriately.
• Built and maintained professional relationships with advisers, customers, team members, and key stakeholders to ensure effective communication and service delivery.
• Processed complex tasks including referrals, calculations, and non-standard letters with accuracy and attention to detail.
• Communicated solutions clearly and empathetically via phone and written correspondence to ensure customer understanding and satisfaction.
• Developed and maintained comprehensive knowledge of products, legislative requirements, technical standards, and industry regulations.
• Navigated multiple internal systems and reference materials confidently to source accurate information.
• Analysed data and reported findings to team management to support performance improvements.
• Collaborated effectively within the team in line with MOS principles, sharing knowledge and supporting colleagues to achieve team targets and high service quality.
• Processed administration files and superannuation rollovers with precision and compliance.
• Self-motivated with strong prioritization and time management skills, consistently delivering “one and done” results for customers.
• Liaised with internal AMP departments and external stakeholders to resolve escalated queries promptly.
• Consistently maintained KPIs and key performance targets, including NPS and quality standards.
• Followed standard operating procedures (SOP) meticulously to ensure compliance and consistency.

Achievements:

• Recognized with two team-based reward and recognition awards for outstanding performance and contributions.

Key Responsibilities:

• Delivered exceptional customer service with a professional phone manner, ensuring first call resolution through strong problem-solving skills.
• Managed inbound calls relating to claim lodgement for Income Protection and Lump Sum policies.
• Assisted customers with Unclaimed Money queries and lodgements, providing accurate and timely support.
• Navigated multiple internal systems simultaneously to handle customer and adviser enquiries efficiently.
• Demonstrated highly developed written and verbal communication skills, with strong attention to detail.
• Exercised patience and empathy when addressing customer concerns, ensuring positive experiences.
• Effectively managed time and prioritized tasks in a fast-paced contact centre environment.
• Updated and published Knowledge Online (KOL) documents for the Contact Centre, including creating an internal and external contact list that improved accessibility and usability for colleagues.
• Proven self-starter with the ability to work remotely unsupervised, consistently demonstrating reliability and strong work ethic by starting shifts independently without managerial oversight.
• Built strong rapport with customers and advisers, fostering trust and satisfaction.
• Consistently achieved high performance in key metrics, including Net Promoter Score (NPS), quality standards, and Average Handling Time (AHT).

Achievements:

• Recipient of three Work Excellence Awards recognizing outstanding performance and contribution to team success.