Natalie Cassar
West Footscray
Summary
- Strong Relationship building skills
- Ability to lead and support project initiatives and identifying risks and possible implications, whilst maintaining a customer focus
- Excellent customer service skills with a keen ability to proactively problem solve
- Ability to identify ongoing opportunities for continuous improvement
- Actively take on challenges and is goal orientated, hardworking and professional with determination to learn and advance
- People orientated with the ability to work in team environments
- Highly self-motivated with excellent organisational and time management skills
- SME Change Champion during ClaimCentre roll out
- Facilitate and SME RepX trainer for internal and external stakeholders across the Motor Vehicle Smash Repair Industry
Overview
22
22
years of professional experience
Work History
Repairer Performance Consultant
IAG – RIA VIC Metro North, West, Rural West, Prestige & Tasmania
05.2016 - Current
- Monitor, report and action quality repair issues under the Repair Quality Framework Matrix (warning, breach and/or panel referral)
- Liaise and engage with internal Stakeholders across National Motor Assessing, RIA & IIA Claims Teams, Motor Model Performance, RIA Motor Repair Supply Chain
- Liaise and engage with external Stakeholders across the Motor Vehicle Smash Repair Industry
- Conduct live Premises & Equipment inspections across our Repairhub and Partner Repairer Network
- Coordinate and facilitate RepX training across our Repairhub and Partner Repairer Network
- Identify skill gaps within our Motor Assessing departments and coordinate and/or facilitate the relevant training required
- Attend Monthly and Bimonthly management meetings to discuss trends, compliance and/or quality repair issues
- Manage and update Contact Manager, SMS and ORM when required
- Report on adherence to legislation and processes
- Review and report on contractual Partner Repairer Network breaches
- Collate and review Repairer Application documentation to ensure we have the right repairers in our Network
- Assist in Catastrophic Events (i.e. December 2017 Hail Storm)
- Provide support and assist other Claims units (i.e. CGC Breach Specialist Reviews and Claims Inception)
Business Analyst
CGU Insurance – Business Optimisation Team/ Best Practice Process
07.2013 - 05.2016
- Manage and implement Business Improvement Projects across the Claims Business
- Liaise and Engage with Internal Stakeholders across various business divisions (i.e. Claims, Underwriting and Insurance Operations)
- Lead, support and implement project initiatives, whilst identifying risks and possible implications to the broader business divisions
- Actively participate/contribute/lead as required, the initiatives/projects undertaken by the Claims Business Units
- Work collaboratively with the Claims business to build stronger and consistent processes
- Provide timely initiative status reports and communicate these to the relevant Business Units
- Manage and Update Knowledge Advance (formerly KMS) when required
- ClaimCentre SME Change Champion
- CUDOS SME Change Champion
- Coach and mentor team members
Consultant Quality Assurance
CGU Insurance – National Claims Assurance
02.2010 - 06.2013
- Monitor Claims & Assessing processes and compliance through Assurance activities
- Develop Claims Assurance framework for Home Assessing
- Report on adherence to legislation and processes
- Analyse systemic business compliance issues and work with the Claims businesses in implementation of controls
- Monthly reporting as requested by National Claims Assurance Team Manager
- Manage ad-hoc audit requests from the National Claims Assurance Team Manager
- Review of internal processes
- Work collaboratively with the Claims business to build stronger and consistent processes
- Provide support and facilitate training during the roll out of new initiatives
- Promote NCA initiatives
- Actively participate/contribute/lead as required, the initiatives/projects undertaken by the Claims Business Units
- Work collaboratively with team members to find solutions to problems
- Stay in touch by communicating regularly with Team Managers and staff
- Keep sensitive information confidential
- Assist Claims in Catastrophic Events (i.e. Moomba Storms, QLD & VIC Floods)
Consultant
CGU Insurance – Commercial Property Claims Department
07.2008 - 02.2010
- Case Manage Commercial Property Claims, including Large and Complex claims
- Appoint the necessary Service Providers for further investigation
- Liaise with Clients, Brokers, Underwriters and Service Providers
- Determine claim settlements within company’s processes and policy limits
- Resolve customer complaints and enquiries
- Process denials as per company processes and policy schedules
- Authorise settlement payments within $1,000 - $10,000 limit
Consultant
CGU Insurance – Commercial Motor Trades Claims Department
10.2006 - 07.2008
- Case Manage Motor Claims, including Total Losses
- Appoint the necessary Service Providers for customers
- Discuss and determine liability between parties involved
- Liaise with Area Managers, Underwriters, Brokers, Clients and Service Providers
- Arrange settlements to internal & external stakeholders, including Total Loss
- Resolve customer complaints and enquiries
- Senior Duties, including completing teamwork states, KPI spreadsheets, train new staff
- Career Leave for 12 months
Consultant
CGU Insurance – Intermediary Motor Claims Department
04.2004 - 10.2005
- Case Manage Motor Claims, including Total Losses
- Appoint the necessary Service Providers for customers
- Discuss and determine liability between parties involved
- Liaise with Area Managers, Underwriters, Brokers, Clients and Service Providers
- Arrange settlements to internal & external stakeholders, including Total Loss
- Resolve customer complaints and enquiries
Consultant
CGU/ VACC Insurance – Consumer Motor Claims Department
10.2003 - 04.2004
- Case Manage Motor Claims
- Appoint the necessary Service Providers for customers
- Discuss and determine Liability between parties involved
- Liaise with Area Managers, Underwriters, Brokers, Clients and Service Providers
- Arrange settlements to internal & external stakeholders
- Resolve customer complaints and enquiries
Education
VCE -
Hoppers Crossing Secondary College
01.1999
Certificate IV Financial Services - General Insurance
ANZIIF
01.2009
Project Management Fundamentals course - undefined
Odyssey Training
01.2014
Presentation skills course - undefined
Odyssey Training
01.2015
Skills
- Business Process Improvement
- Business Analyst
- Relationship Building
- Stakeholder Management
- Internal Communications
- Data Analysis
- Risk/Impact Assessment
- Workshop facilitation
- Presentation skills
- Coaching & Mentoring
- Internal Audit
Hobbies and Interests
- Spending time with family
- Meeting new people
- Reading
- Adventure Sports, keeping fit & healthy
- Travelling
Timeline
Repairer Performance Consultant
IAG – RIA VIC Metro North, West, Rural West, Prestige & Tasmania
05.2016 - Current
Business Analyst
CGU Insurance – Business Optimisation Team/ Best Practice Process
07.2013 - 05.2016
Consultant Quality Assurance
CGU Insurance – National Claims Assurance
02.2010 - 06.2013
Consultant
CGU Insurance – Commercial Property Claims Department
07.2008 - 02.2010
Consultant
CGU Insurance – Commercial Motor Trades Claims Department
10.2006 - 07.2008
Consultant
CGU Insurance – Intermediary Motor Claims Department
04.2004 - 10.2005
Consultant
CGU/ VACC Insurance – Consumer Motor Claims Department
10.2003 - 04.2004
Project Management Fundamentals course - undefined
Odyssey Training
Presentation skills course - undefined
Odyssey Training
VCE -
Hoppers Crossing Secondary College
Certificate IV Financial Services - General Insurance
ANZIIF
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