Ritika Jackson Godha
Onkaparinga Hills,South Australia
Summary
Dedicated and empathetic Claims Manager with 14+ years of work experience in customer service.A proven track record of successfully assisting clients in navigating financial challenges and addressing outstanding debt.Strong ability to build trust and rapport with clients, while effectively managing challenging situations and negotiations. Committed to providing exceptional customer service and delivering positive outcomes for both clients and the organization.
Results-driven Claims Manager adept at managing high caseloads with optimal productivity and efficiency. Possess specialized skills in claims processing, regulatory compliance, and dispute resolution. Excel in communication and problem-solving to navigate complex situations and deliver favorable outcomes.
Overview
15
15
years of professional experience
Work History
Claims Manager
Suncorp
Adelaide , Sa
01.2024 - Current
- Managed claims process from initiation to resolution for diverse policyholders.
- Coordinated with internal teams to ensure compliance with company policies.
- Helped team members on claims handling and customer service protocols.
- Reviewed and approved claim settlements in accordance with established guidelines
- Manage claims efficiently and within required timeframes, ensuring full compliance with company policies and regulatory standards.
- Resolve customer complaints effectively in alignment with COP business practices.
- Maintain a strong focus on delivering excellent customer service throughout the claims process.
- Recognised for outstanding performance, winning internal competitions for:
- Highest number of finalised claims
- Highest number of outbound calls
- Demonstrate consistent productivity and a proactive, customer-centric approach.
Hardship Collection Consultant Case Manager
Westpac Bank
Adelaide , South Australia
02.2023 - 12.2023
- Manage a caseload of customers who are experiencing financial hardship, providing support and guidance in finding manageable solutions to their financial challenges
- Conduct thorough assessments of each customer’s financial situation and develop tailored hardship plans to assist them in meeting their financial obligations
- Proactively reach out to customers to maintain regular communication and provide ongoing support throughout the hardship process
- Work closely with internal and external stakeholders, including financial counselors and community support services, to ensure that customers receive the necessary assistance and resources
- Act as a liaison between the customer and the bank, advocating on their behalf to negotiate alternative repayment arrangements and minimize the impact of financial hardship
- Maintain accurate and detailed records of customer interactions and progress, ensuring compliance with regulatory and internal policies
- Stay informed about changing industry regulations and best practices in financial hardship management to continuously improve customer service and support
- Key achievements include successfully managing a caseload of over 1000 customers, developing and implementing training materials for new employees, and being recognized for outstanding communication and negotiation skills.
- During my tenure as a Case Manager for Westpac's Hardship Collection Consultant, I took the initiative to deepen my understanding of Agri Business. Recognizing the importance of agricultural sectors within financial hardship cases, I proactively sought out training and educational resources to better serve customers involved in Agri Business. Through self-directed learning and participation in relevant industry training, I gained a comprehensive understanding of the unique financial challenges that individuals and businesses within the agricultural sector often face. This knowledge has allowed me to effectively tailor hardship plans and provide more informed and specialized support to customers in Agri Business, ultimately leading to improved outcomes and customer satisfaction. My dedication to learning about Agri Business has further enhanced my ability to provide valuable assistance to clients in this sector, contributing to my overall success as a Case Manager.
- I took the initiative to deepen my understanding of Quality Assurance Team. Through meticulous analysis & evaluation of the bank's operations,systems and processes, I identified areas of improvement & potential compliance risks.
Administrative Assistant
Metron Design
06.2022 - 08.2022
- Responsibilities included invoicing, programming, checking trade verifications, and notifications of licenses, business details, and insurances
- Monitoring budgets and supervisor and project manager hours, documentation preparation for individual builds
- Filing documents and liaising with trades for payments and tender submissions
- Provided cross-coverage support for other administrative personnel
- Screened incoming telephone calls, routing to appropriate personnel
- Required use of Microsoft Excel, Word, Outlook, Project, and Adobe
- Maintained office inventory by assisting with supply orders.
Administrative Manager
Vyana Wealth Management Pvt Ltd
08.2013 - 01.2022
- Manage internal administration and vendor management, branch reporting, and client communication
- Client communication primarily involved a customer-focused approach to troubleshooting, resolving problems, and ensuring repeat business
- Coordinated general administrative support for company leadership
- Led company's administrative efforts by understanding growth trajectory
- Drove process improvements through new policies and procedures
- Collaborated with departmental leaders to establish organizational goals, strategic plans, and objectives
- Established work procedures and schedules to organize the daily work of administrative staff
- Oversaw payroll functions, such as maintaining timekeeping information and processing and submitting payroll
- Managed paper and electronic filing systems by recording information, updating paperwork, and maintaining documents, such as attendance records and correspondence
- Planned, administered, and controlled budgets for contracts, equipment, and supplies.
Sales Assistant
American Express Services India Pvt Ltd
06.2011 - 04.2013
- The role entailed Sales Support to the Sales Team for Corporate Cards
- Validated raw leads based on internal parameters, fixing appointments with prospective customers, assisting sales team in documentation and back-end processing along with maintaining MIS and correspondence for such business files for critical communications and contracts
- Maintained knowledge of company products and services to make informed recommendations to clients
- Researched potential clients for outreach and business development
- Coordinated travel arrangements and meetings for the sales team
- Prepared agendas and transcribed minutes for meetings
- Updated customer information and accounts in store databases
- Built strong working relationships with fellow associates and corporate contacts.
Administrative Office Manager
DSP BlackRock Mutual Fund
02.2010 - 01.2011
- Managed all forms of client and distributor queries regarding financial and non-financial transactions relating to mutual funds
- Well versed with Mutual Fund transactions and rules, form fill up, MIS maintenance, and liaising with wealth management companies for various forms of queries and support.
Education
B.A ENG (Hons) In English -
The Bhawanipur Education Society College Calcutta University
Kolkata, West Bengal01.2009
12th Std -
Sushila Birla Girl's School
Kolkata, West Bengal01.2006
Skills
- Microsoft Excel
- MS office
- Windows 2010 Excel
- Adobe
- Project
- Outlook
- Database and Client Management Systems
- Document and File Management
- Strong Organizational Skills
- Spreadsheet Management
- Invoice Processing
- Excel Spreadsheets
- Administrative and Clerical Support
- Regulatory Compliance
- Case Management
- Case Planning
- Problem-Solving
- Quality Assurance Controls
- Case Management Tracking
- Organization and Multitasking
- Claims processing
- Regulatory compliance
- Customer service
- Financial analysis
- Documentation management
- Negotiation strategies
- Risk assessment
- Conflict resolution
- Time management
- Quality assurance
- Claims investigation and research
- Insurance regulations
- Multitasking capacity
Accomplishments
- I received GEM REGONITION for being helpful employee.
References
References available upon request.
Languages
5,5,
Hindi, Fluent, Native
Timeline
Claims Manager
Suncorp
01.2024 - Current
Hardship Collection Consultant Case Manager
Westpac Bank
02.2023 - 12.2023
Administrative Assistant
Metron Design
06.2022 - 08.2022
Administrative Manager
Vyana Wealth Management Pvt Ltd
08.2013 - 01.2022
Sales Assistant
American Express Services India Pvt Ltd
06.2011 - 04.2013
Administrative Office Manager
DSP BlackRock Mutual Fund
02.2010 - 01.2011
B.A ENG (Hons) In English -
The Bhawanipur Education Society College Calcutta University
12th Std -
Sushila Birla Girl's School