Kristie J.

Experience

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  NRMA

  Mar 1996 - Jan 2003

  Claims Officer

  Role Responsibilities* Provide a high level of customer service to members and insurance customers.* Create roadside motoring memberships.* Create, amend and renew motor, home and CTP insurance policies, and assist customers with technical questions relating to these policies.* Meet monthly sales targets relating to general insurance and CTP.Achievements* Consistently exceeded sales targets for general insurance products.* Received many verbal and written customer compliments. Show less

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  Suncorp

  Jan 2003 - Jan 2006

  Sales and Service Consultant

  Role Responsibilities* Provide a high level of customer service to banking and insurance customers.* Open savings accounts, investment accounts, process personal loan and credit card applications.* Create motor and home insurance policies and assist customers with questions relating to these policies.* Meet monthly sales targets relating to banking and general insurance.* Negotiate and obtain best interest rates from the Treasury department of Suncorp for customers with high value investments and retain these customers on maturity of their investments.Achievements* Nominated for annual customer service award in 2006.* Consistently exceeded sales targets for both banking and general insurance products.* Retained high value customers utilising excellent customer service and competitive returns on investments.* Received award for most referrals to the Financial Advisor.* Created and lead a CTP campaign with non-Suncorp customers to have them convert their CTP cover from existing insurance provider to Suncorp. Show less

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  Sunsuper

  Jan 2006 - Aug 2015

  Role Responsibilities* Quality check tasks, phone calls, written communication and non-standard customer correspondence and provide feedback to team members as required.* Approve Binding Nomination death claims and disablement claims under delegation for the Trustee.* Identifying process and quality improvement opportunities and implementing initiatives to support the improvements as required.* Providing quality analysis and recommendations to the Team Leader and Business Unit Manager.* Guiding, supporting and coaching administration staff.* Interpret, analyse and explain technical information to Death and Disablement Claims teams.* Providing data to Reporting and Analytics department for analysis.* Data integrity of claims databases, and ensuring the Death and Disablement Claims Team staff maintain data integrity.* Responsible for team daily plan and workflow co-ordination.* Supporting, mentoring and training new staff members.* Subject Matter Expert on Permanent Incapacity claims.Achievements* Awarded 2012 Annual ‘We are dependable’ Sunsuper Team Award.* Assisted in Sunsuper achieving Member Services Best Fund by Chant West for 2013, 2014 and 2015 and Pension Fund of the year in 2015. * Improved business processes and reduced costs by implementing ideas through Continuous Improvement.* Coached Death and Disablement Claims Team staff to improve quality and production results and reducing cycle times. Show less Role Responsibilities* Obtaining appropriate information and documentation from members and employers.* Maintaining open communication channels with members and solicitors, and providing regular updates on claim progress.* Submitting required information to the insurer, and confirming insurers’ decision. * Preparing claims submissions for the Board Claims Committee, including recommendations on distribution of the death benefit.* Communicating decisions to the member or beneficiaries via the Claim Staking process.* Administering objections to Board Decisions and providing resubmissions to the Board Claims Committee.* Assisting with the preparation of supporting documentation for Superannuation Complaints Tribunal arbitration process.* Calculation and payment of benefits to members or beneficiaries, including anti-detriment payments where appropriate.Achievements* Received a Peer Nomination for Member Service award in 2013.* Awarded Gold Quality quarterly award in 2012.* Constantly provided with verbal and written compliments from members’/claimants’ regarding the management and outcome of claims.* Implemented new claims procedures resulting in simpler process for members/claimants and reducing cycle times. Show less

  • Claims Specialist

    Jan 2012 - Aug 2015

  • Claims Officer/Senior Claims Officer

    Jan 2006 - Jan 2012
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  Defence Service Home Insurance Scheme

  Sept 2015 - Jan 2016

  Insurance Advisor

  * Determine and manage claims within delegated authority levels and service standards* Arrange insurance policies for home, contents, motor vehicle, caravan, domestic trailer, motorcycle, pleasure craft and residential landlords within agreed authority levels and service standards.* Provide general advice to clients on their home and other insurance needs and respond to enquiries from clients and providers, primarily via the telephone. * Prepare written responses on insurance matters as required.* Complete follow up tasks and reviews and manage existing policies and claims* Participate in agreed projects which seek to improve the effectiveness and efficiency of DSHI’s business operations as required* Contribute to setting team goals and work practices.* Monitor own performance against team goals.* Actively represent DSHI and promote the benefits provided.* Provide support to the Senior Insurance Adviser/management as required. Show less

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  Australian Department of Veteran Affairs

  Jan 2016 - Aug 2016

  Review Support Officer

  The Department of Veterans' Affairs serves veterans, war widows and widowers, serving and former Defence Force members, eligible AFP members with overseas service, and dependants and carers. DVA provides compensation and income support entitlements, delivers health care and rehabilitation services, and fulfils Australia's commitment to remember and honour those who serve our nation.Review Officer APS4 - role responsibilities * Arrange medical appointments and advise Veterans Review Board (VRB) of the details.* Prepare documentation for appointments and Departmental Medical Officers.* Follow up on requests.* Manage daily workload.* Communicate with clients and stakeholders.* Assist the team to maintain high quality client service.* Provide positive input to team goals and responsibilities.* Manage own workload, monitor, keep records and report on work as appropriate.* Participate in team meetings in a manner that supports teamwork and continuous improvement goals.* File requests. AchievementsI worked with a number of independent medical services to streamline our procedure of arranging appointments with medical specialists, to book specialist appointments, monitor requests for medical reports and obtain medical reports all on line. This was proven to reduce the processing time of arranging appointments and follow up calls regarding outstanding medical reports. Show less

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  Australian Department of Veteran Affairs

  Aug 2016 - Oct 2017

  Incapacity Delegate
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  Queensland Health

  Oct 2017 - Jul 2019

  Administration Officer
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  AIA

  Jul 2019 - Apr 2023

  Claims Assessor
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  Goodstart Early Learning

  Apr 2023 - Oct 2023

  Risk and Insurance Officer
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  Health+ Diabetes Clinic

  Jan 2024 - now

  Receptionist/Administration Officer