Oliver Greenhouse
Perth,WA
Summary
Accomplished Claims Officer with a proven track record at Insurance Commission of WA, enhancing customer satisfaction and mentoring junior staff. Expert in claims analysis and negotiation, leveraging technical knowledge and exceptional communication skills. Achieved significant improvements in operational efficiency and team performance, demonstrating a strong ability to prioritize work and resolve conflicts effectively.
Overview
4
4
years of professional experience
Work History
Claims Officer
Insurance Commission of WA
03.2023 - Current
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Negotiated fair settlements with policyholders while maintaining positive relationships between the company and clients involved in disputes.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Prepared comprehensive reports for upper management detailing key findings from investigations into complex claim cases.
- Served as a mentor for junior staff members, offering guidance in navigating difficult situations encountered in the role.
- Collaborated with legal counsel for effective litigation management, reducing costs and ensuring favourable outcomes.
- Developed training materials for new Claims Officers, fostering professional growth and improving team performance.
- Supported departmental goals by contributing ideas during team meetings aimed at refining processes within the organization.
- Followed up with customers on unresolved issues.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Posted payments to accounts and maintained records.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Virtual Property Loss Adjuster
Crawford & Company
07.2022 - 03.2023
- Supported business continuity planning by conducting risk assessments on potential losses due to natural disasters or unforeseen events.
- Improved efficiency by implementing streamlined procedures for claims handling and documentation management.
- Conducted appraisals for complex claims, utilizing expert knowledge in specialized fields to ensure accurate assessments and valuations.
- Negotiated fair settlements, balancing the interests of both policyholders and the insurance company.
- Maintained up-to-date knowledge of industry regulations, trends, and emerging issues through continuous professional development courses.
- Mentored junior adjusters, sharing industry knowledge and best practices to enhance overall team performance.
- Participated in cross-functional teams to review policies and procedures, resulting in improved operational efficiency across multiple departments within the organization.
- Provided exceptional customer service during stressful events, demonstrating empathy and understanding towards clients'' concerns.
- Enhanced client satisfaction with timely communication and updates on claim status.
- Assisted in the development of training materials for new hires, fostering a culture of continuous learning within the organization.
- Interpreted policy language accurately, ensuring appropriate coverage determination for each claim scenario.
- Examined claims forms and other records to determine insurance coverage.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
Sales Associate
Kmart, Australia
07.2021 - 07.2022
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Solved customer challenges by offering relevant products and services.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 40kg.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Improved workplace safety by conducting regular inspections and addressing potential hazards promptly.
Education
High School Diploma -
Ysgol Emrys Ap Iwan
Abergele07-2012
Skills
- Claims analysis
- Technical knowledge
- Investigation techniques
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Organizing and Prioritizing Work
- Excellent Communication
- Relationship Building
- Microsoft Office
- Conflict Resolution
- Dispute Resolution
Timeline
Claims Officer
Insurance Commission of WA
03.2023 - Current
Virtual Property Loss Adjuster
Crawford & Company
07.2022 - 03.2023
Sales Associate
Kmart, Australia
07.2021 - 07.2022
High School Diploma -
Ysgol Emrys Ap Iwan
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