Summary
Overview
Work History
Skills
Education and Training
Timeline
Generic

VANESSA WARD

Sydney,NSW

Summary

Dynamic Claims Case Manager at MetLife Australia with a proven track record in claims management and risk assessment. Adept at fostering strong client relationships and enhancing team performance through effective training. Skilled in policy interpretation and problem-solving, ensuring compliance and timely resolutions for complex claims.

Overview

12
12
years of professional experience

Work History

Claims Case Manager

MetLife Australia
03.2022 - Current
  • Executed claims management in compliance with risk frameworks and governance procedures.
  • Establish strong connections with claimants via phone and email with professionalism and empathy.
  • Delivered comprehensive support for customer inquiries and issues.
  • Assess ongoing claim liability against policy terms and conditions.
  • Coordinated incoming work items per service level agreements.
  • Weigh multiple pieces of information, make sound judgments, and release claim payments in line with delegated authority, including calculating any CPI increases.

Senior Claims Administrator

MetLife Australia
09.2020 - 03.2022
  • Assistant management duties, such as chairing meetings, allocating and running projects, managing complaints and escalations, as well as producing daily team statistics.
  • Delivered training and coaching sessions to administration employees as needed.
  • Allocated workloads through effective management of the team inbox. Managed escalation requests via email and phone communication.
  • Managed escalation requests via email and phone communication.
  • Aided in the execution of claims activities for senior assessors.
  • Established new claims processes.
  • Managed claimant inquiries.
  • Facilitated the authorization and processing of rehab-related invoices.
  • Conducted Tele Claim interviews with potential claimants over the phone.
  • Engaged stakeholders to address claims-related matters.

Adviser Assistant / Client Services Manager

Experien Insurance Services
01.2020 - 09.2020
  • Compliance and Privacy Audits
  • Delivered essential administrative assistance to the financial planning team.
  • Oversaw operational and administrative processes to guarantee timely task execution.
  • Updating and maintaining data on XPLAN.
  • Coordinating administrative and transactional client work, including the preparation of SoAs and RoAs.
  • Supported financial advisers in onboarding new clients.
  • Scheduled and coordinated calendars for financial adviser.

Senior Customer Adviser Relationship Expert (CARE)

Clearview Life Assurance Clearview
08.2016 - 12.2019
  • Delivered coaching and training sessions to enhance the skills of the CARE and Adviser Support teams.
  • Coordinate workflow, delegate tasks to team members, and oversee on-leave panel responsibilities.
  • Developed and amended guidelines applicable to CARE and Adviser Support teams.
  • Maintained required turnaround times while handling a team of specialized Financial Advisers and their ongoing policies.
  • Collaborated with various internal and external departments including New Business, Policy Maintenance, Underwriting, Products, Distribution, and Adviser Commissions.
  • Conduct Tele-Interviews, compile medical, financial, occupational and vocational histories from customers.

Customer Service Agent/ Escalation Agent

Greenstone Financial Services
02.2013 - 08.2016
  • Handled outbound and inbound calls to manage policy adjustments.
  • Reinstatement of Lapsed Policies.
  • Update or modify client information.
  • Set up updated payment plans for customers.
  • Ensured all client issues were resolved effectively.
  • Maintained policies ensuring clients' policy retention.
  • Handled customer enquiries and disputes through multiple communication channels.
  • Completed policy management and information recording duties.

Skills

  • Claims management
  • Risk assessment
  • Customer service
  • Forecasting
  • Policy interpretation
  • Process improvement
  • Employee training
  • Team leadership
  • Workload management
  • Problem solving
  • Time management
  • Attention to detail

Education and Training

  • RG146 General Knowledge Life Insurance, 07/01/18
  • Customer Engagement Certificate, 03/01/14

Timeline

Claims Case Manager

MetLife Australia
03.2022 - Current

Senior Claims Administrator

MetLife Australia
09.2020 - 03.2022

Adviser Assistant / Client Services Manager

Experien Insurance Services
01.2020 - 09.2020

Senior Customer Adviser Relationship Expert (CARE)

Clearview Life Assurance Clearview
08.2016 - 12.2019

Customer Service Agent/ Escalation Agent

Greenstone Financial Services
02.2013 - 08.2016

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VANESSA WARD