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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