Nicole Graham

• Evaluated and processed complex insurance claims to ensure compliance with policies and regulations.
• Collaborated with clients to gather necessary documentation, enhancing claim accuracy and processing speed.
• Provided guidance to junior staff on claim assessment procedures, fostering team development and knowledge sharing.
• Identified trends in claims data to recommend process improvements that increased operational efficiency.
• Experience in property management and third party insurance.
• Identifying insurable events, applying policy wording.
• Listening to the insured, ensuring to be empathic to their situation and trying to find the best solution to get the claim moving forward.
• Managed relationships with external stakeholders, ensuring transparency and trust throughout the claims process.
• Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
• Minimized fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.

Daily communication with all stakeholders
· Action activities to manage the claim
· Providing all in and out bound calls with a high level of customer service
· Having compassion, treating all workers with respect and showing empathy
· Section 39 Team – High risk team
· Investigation within a claim to understand that the worker is not claiming outside their entitlements and what is related to the injury
· Claim management – data entry, ensuring all information is correct and up to date, all interactions are noted on the claim
· Up to date training so I understand what is expected within my role
· Understanding of the legislation
· Ensuring all Workers wages are paid correctly, on time and to the correct stakeholder
· Delivering outcomes to all stakeholders involved

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• General Office Duties include:
  · Answering phones / directing calls
  · Assisting with customer enquiries, problem solving, complaints handling .
  · Filing, processing, data entry
  · Day to day cleanliness of our Office
  Extensive product and technical knowledge
  · Ability to and enjoy working in a fast paced environment
  · Dedicated to maintaining high quality standards and confidentiality within the work place
  · Ability to work in or lead within a team environment
  · Accurate cash handling
  · Customer sales and service skills including conflict resolution
  · Showing empathy, not robotic
  · Merchandising
  · Liaise effectively with fellow workers and management
  · Strict adherence to workplace hygiene WHS and security procedures
  · Creating contract orders
  · Invoicing
  · Applying payments and Banking
  · PRONTO
  · Attending meetings
  · Stocktake
  · Working in a team to achieve store targets
  · Top in sales
  · Outstanding customer service
  · Personal NPS score rating between 9-10
  · Store NPS 62