Walter Matthes
Denham Court
Summary
Experienced professional with a strong background in Administration, Insurance Operations and Project Management.
In my most recent role at Master Builders Insurance Brokers I managed complex policy and claim tasks for high-profile corporate clients ensuring efficient service, positive outcomes and coordinating 3 Senior Account Executives. More extensively I have 8 years experience in Insurance with a pivotal focus on Administration.
Returning to the workforce following 4 months of volunteer work, I am looking to get back into the workforce.
Overview
10
10
years of professional experience
Work History
Career Break
Career Break
12.2024 - Current
- Career Break to pursue Volunteer Work with my Religious Organisation I am affiliated with.
- Work involving warehousing, receiving deliveries, receipting of items, stocktakes.
Assistant Account Executive
Master Builders Insurance Brokers
01.2024 - 12.2024
- Supporting the NSW Corporate Broking Portfolio from an Administrative and Operation aspect.
- Preparation of Client Renewals, Endorsements, Claims and Tender Submissions.
- Management of Client Claims.
- Re-marketing Sunrise and SCTP policies to determine most economical and suitable coverage for individual client needs.
- Tailored communication approach to each individual client.
- Providing Administrative Support to the wider Broking Operations.
- Business & Process Improvement to improve the current ways of working within the NSW Corporate function to reduce processing time and increase client satisfaction.
Customer Correspondence Consultant
Suncorp Group
08.2022 - 10.2023
- Supporting the Correspondence Delivery team within the Customer Correspondence Centre of Excellence at Suncorp designed to provide accurate and timely communications for our customers by bringing a unified team of experts together to solve complex business challenges with creative solutions that ensure the right communication is delivered to the right customer in the right way.
- Delivery of Template Development Requests - Engaging and ensuring all stakeholders involved progress through the requirements against flight plan and target end dates.
- Conducting Peer Reviews and Testing of template development.
- Completing routine audits of production documentation.
- Specialising in error remediation for customer impacting documents.
- Analyzed problematic areas to provide recommendations and solutions.
- Managing multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Management of offshore template developers work capacity and resource validation.
Operations Support Officer
Suncorp Group, Walter Matthes
05.2022 - 08.2022
- Supporting teams across Insurance Operations and the wider Suncorp Group in a variety of avenues based on the business needs, including: BAU support, backlogs/peak in work volume and remediation work.
Team Leader
Suncorp Group
12.2021 - 05.2022
- Leading a team of Claim Managers specialising in Disaster & Event Claims.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Operations Support Officer
Suncorp Group
01.2021 - 12.2021
- Secondment supporting a high volume Risk Incident impacting over 8,000 customers.
- Lead a team of Support Officers in contacting all impacting customers and providing refunds due to incorrect pricing.
- Developing a reporting tool as a resource validation and estimate to provide the business with the update on the volumes remaining.
Document Management Officer
Suncorp Group
11.2019 - 01.2021
- Error rectification in document templates and system outages causing documentation to fail in rendering and being sent to customers in line with our legislation requirements
- Strong internal stakeholder management
- Incoming Customer Communications
- Sorting, Scanning and Indexing of CTP Claims Correspondence
- Inbox Management of failed straight through processed documentation pertaining to Personal
- Insurance Claims
- Use of Microsoft Suite, ClaimCenter, Oxygen XML Editor, Kofax, Mainframe PROTECT and Capture
- Business Improvement and process mapping.
Operations Support Officer
Suncorp Group
01.2019 - 11.2019
- Monitoring and actioning the centralised mailboxes or Insurance Workflow systems
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coached employees through day-to-day work and complex problems.
- Action and process exceptions from our extended off shore teams and ensure that work flows through to correct next step for our customers
- Strong emphasis on cross training within the team including yourself and team members - Maintain knowledge of our products and insurance guidelines - Support and foster relationships with our stakeholders and partners
- Identifying key areas to improve current BAU processes
- Use of CI Workflow Systems, ClaimCenter, Mainframe Protect, RAPT, ServiceNow.
Claims Services Consultant
Suncorp Group
10.2016 - 01.2019
- Inbound and Outbound Customer Contact - Motor Claim Lodgement - General Customer Query Follow Ups
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers regarding their entitlements against underwriting guidelines as set out in their Product Disclosure Statements.
- Maintained current knowledge of evolving changes in marketplace.
- Stakeholder Management - Complaint Lodgement, Resolution and Escalating
- Use of ClaimCentre, EasyForm, Avaya and Microsoft Suite
Events and Marketing Assistant
Finance Brokers Association Of Australia
04.2015 - 10.2016
- Event Coordination (End to end) - Use of Salesforce, RegOnline, and Backend Website Systems.
- Stakeholder Management - General Administration duties related to the Marketing of Events
- Managed administrative logistics of events planning, event booking, and event promotions.
- Developed detailed event reports, documenting all aspects of each event.
- Oversaw event registration process by collecting and tracking attendee information.
- Monitored and controlled event expenditures to meet budgets.
- Utilized social media to promote events and increase attendance.
Education
Tier 1 Insurance Broking - Insurance
ANZIIF
Sydney12-2024
Certificate III in Business Administration - Business Administration
Brisbane North Institute of TAFE
Brisbane, QLD04.2015
High School Diploma -
North Lakes State College
North Lakes, QLD11.2014
Certificate III in Tourism -
Brisbane North Institute of TAFE
Brisbane, QLD2014
Certificate III in Events - Meeting And Event Planning
Brisbane North Institute of TAFE
Brisbane, QLD2014
Skills
- Team Leadership
- Team Development
- Customer Satisfaction
- Problem Solving
- Resource Management
- Auditing
- Customer Experience
- Project Management
- Customer Support
Languages
Samoan
Native or Bilingual
English
Native or Bilingual
Timeline
Career Break
Career Break
12.2024 - Current
Assistant Account Executive
Master Builders Insurance Brokers
01.2024 - 12.2024
Customer Correspondence Consultant
Suncorp Group
08.2022 - 10.2023
Operations Support Officer
Suncorp Group, Walter Matthes
05.2022 - 08.2022
Team Leader
Suncorp Group
12.2021 - 05.2022
Operations Support Officer
Suncorp Group
01.2021 - 12.2021
Document Management Officer
Suncorp Group
11.2019 - 01.2021
Operations Support Officer
Suncorp Group
01.2019 - 11.2019
Claims Services Consultant
Suncorp Group
10.2016 - 01.2019
Events and Marketing Assistant
Finance Brokers Association Of Australia
04.2015 - 10.2016
Tier 1 Insurance Broking - Insurance
ANZIIF
Certificate III in Business Administration - Business Administration
Brisbane North Institute of TAFE
High School Diploma -
North Lakes State College
Certificate III in Tourism -
Brisbane North Institute of TAFE
Certificate III in Events - Meeting And Event Planning
Brisbane North Institute of TAFE
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