Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Rhys Severn

Brisbane,Queensland

Summary

Experienced Insurance professional with a proven track record of providing excellent results. Skilled in effectively managing a diverse portfolio of claims. Expertise in policy determinations, risk assessment and loss evaluation. Known for delivering accurate outcomes, fostering stakeholder relationships whilst maintaining efficient claim management. Dedicated to providing clear continuous communication and support throughout the claims process to ensure accurate and fair outcomes are provided.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Claim Manager

Suncorp
12.2021 - Current
  • Address complex or challenging claims with sound judgment, ensuring fair and timely resolution.
  • Address customer inquiries, resolve issues, and manage escalations to maintain satisfaction.
  • Build and maintain strong relationships with key stakeholders, including customers, assessors, legal teams, fraud departments, and external vendors.
  • Deployed into Disaster Regions throughout FY22-23 as part of our on the ground Customer Support Team.
  • Ensure timely and accurate processing of claims, maintaining a high standard of service.
  • Find innovative solutions to unique or difficult claims scenarios while maintaining compliance and customer satisfaction.
  • Identify and mitigate potential risks associated with claims, including fraud and non-compliance.
  • Manage and supervise the entire claims lifecycle, from intake through resolution and closure.
  • Provide clear, consistent communication with all stakeholders regarding the status and progress of claims.
  • Review claims reports, scope of works, assess coverage, and determine appropriate actions to conclude claims efficiently.

Customer Solutions Specialist

APS3
05.2021 - 11.2021
  • Assess and escalate risks related to more complex inquiries and complaints to senior officers.
  • Apply knowledge of procedures, legislation, and delegation to resolve inquiries promptly, escalating issues within agreed service level agreements.
  • Collaborate with the team to manage workload, share knowledge, and contribute to business improvements, both virtually and face-to-face with peers as needed.
  • Communicate clearly with both internal and external stakeholders, offering advice on a variety of matters, including moderately complex and out-of-scope inquiries.
  • Ensure accurate records of consumer transactions are maintained in the case management system.
  • Gather, organise, and review information related to complaints in preparation for allocation.
  • Identify and prioritise consumers experiencing vulnerable circumstances, distress, or accessibility needs, escalating potential concerns to the leadership team.
  • Maintain knowledge of the Commission's risk management framework and relevant legislation, guiding others in identifying and mitigating foreseeable risks.
  • Provide accurate and timely support to consumers across multiple communication channels—phone, email, online, and post—handling inquiries, feedback, complaints, notifications, and the Commission’s enquiry mailbox.

Apprentice Carpenter

Randall's Property Maintenance
03.2018 - 05.2020
  • Assisted with roof framing and installation, including placing trusses, beams, and rafters.
  • Collaborated with senior carpenters and project managers to ensure timely completion of tasks while maintaining high-quality workmanship.
  • Constructed and installed wooden frameworks, including stud walls, ceilings, and partitions, with attention to detail and precision.
  • Followed safety protocols and adhered to industry standards to maintain a safe working environment on all job sites.
  • Measured, cut, and shaped wood and other materials for various construction projects, adhering to blueprints and specifications.
  • Participated in the installation of decking and outdoor structures, including pergolas, fencing, and patios, including ensuring structural stability and compliance with building codes.
  • Prepared materials and equipment for daily tasks, ensuring efficient workflow and organization at the job site.
  • Read and interpreted blueprints and technical drawings to understand project scope and requirements.
  • Worked with various hand and power tools such as saws, drills, hammers, and nail guns to complete tasks efficiently and safely.

Skills

  • Analytical
  • Attention to Detail
  • Conflict Resolution
  • Communication Skills
  • Customer-Centered Mindset
  • Knowledge of Industry Standards and Regulations
  • Negotiation Skills
  • Problem-Solving Skills
  • Report Writing
  • Risk Evaluation
  • Technical Proficiency
  • Time Management & Prioritisation

Certification

  • Diploma of Loss Adjusting | Working Towards
  • Certificate IV General Insurance | Working Towards

Timeline

Claim Manager

Suncorp
12.2021 - Current

Customer Solutions Specialist

APS3
05.2021 - 11.2021

Apprentice Carpenter

Randall's Property Maintenance
03.2018 - 05.2020

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Rhys Severn