Edward Owens

Handling a portfolio of 100+ landlord insurance claims seeing them from start to finish and communicating inline with GICOP (general insurance code of practice.

Liaising with loss adjusters, brokers, and customers for updates and scheduling, advising the documentation needed for insurance purposes and building and maintaining a strong trusted relationship through the claims process.

Handle a large quantity of inbound and outbound calls to improve communication and customer satisfaction and to align with expected KPI's

Handling first contact complaints on the outcome or progress of an insurance claim and finding a resolution on the first contact and or escalating to (ICR) Internal customer resolution, (EDR) External dispute resolution team and (AFCA) and work along side them to reach a complaint resolution in a timely manner.

Understanding and clearly communicating suncorps multiple insurance polices, coverage and possible exclusions and additional benefits to ensure the customer understands there coverage and requirements as an insurance consumer.

Handling inbound emails and mail containing insurance claim information store and file securely and accurately and update the customer accordingly to the claims process/update.

Asses photos of damage and reports provided by assessors and or the customers own selected trades and determine the event and provide an accurate outcome based on findings and the policy coverage.

Handle a large volume of 40+ inbound calls a day on 6+ different lines for job seekers looking to change appointment times with their workskill provided and employers looking for new apprentices and following up on government apprenticeship incentives.

Complete (ITS) In-training support calls to active apprentices and follow a script to ensure all training and workplace support is available and that the apprentice is aware of the services MAS offer as a support service.

Accurately assess and pay government incentive claims and communicate the outcome to the employer/apprentice.

Schedule on-site sign ups for apprentices using a CRM for field officers to make contact and complete a sign up.