Account Manager at Priority Insurance Brokers, Josh brings 16 years of industry experience, specialising in blue-collar trades, and mining insurance. He possesses a Dip Bus, an Assoc Deg Edu, & a Tier 1 RG146 Insurance Broking. His career includes roles with prominent companies such as Youi Insurance & the Suncorp Group, earning accolades as Best Insurance Leader.

Key Responsibilities:• Assist Managers in developing Advisor awareness of Risk and Quality.• Uplifting Quality results across multiple business streams e.g., Online, Outbound & Inbound Calls. • Assist Managers through changes in Quality and Risk procedures to keep up to date with legal compliance requirements. • Major achievements included;o Improved Quality Outcomes. o Improved Team Leader knowledge of compliance requirements

• Led and developed a diverse team, building a culture that embraced inclusivity, safety and wellbeing. • Built a resilient, agile team that focused on improving the customer experience and exceeded targets in sales revenue and productivity. • Major achievements included; o Awarded Elevate Best Team and Best Leader with 100% of specialists meeting profit & financial targets o Improved unplanned leave from 16 to 12 days o Assisted specialist through the change in technology, organisational restructuring and "No Hawking" requirements.

Responsible for the performance of five contact centres across multiple business lines, including insurance, banking and lending. Key Responsibilities:• Through data analysis & call monitoring, identify opportunities and lead initiatives to upskill leaders, improve customer experience, improve centre performance and efficiencies.• Lead and develop new performance advisors, assisting my manager in building a resilient, agile team and embedding a culture of innovation, simplicity and continuous improvement.• Through expert negotiation skills and building strong work relationships, successfully advocated for centre managers as a SME in scorecard design working groups. • Major achievements include improving leader unitisation of the Heart-to-Heart model & improving customer experience by reducing calls to the helpdesk.

The purpose of my role is to lead, coach and motivate a team of 10 to 15 Consultants so that they can set up new policies for insurance customers and provide immediate resolution of queries regarding existing policies, in a timely and professional manner. I am responsible for the development of consultants, continuously improving and enhancing their skills and knowledge of Insurance customers

The purpose of this role is to contribute to the growth and reputation of Suncorp Insurance & GIO. I would deliver both an exceptional customer experience and sales results through building rapport, identifying customer needs and managing customer concerns while selling, up-selling and cross selling insurance solutions that will deliver peace of mind.

In this role I would primary make outbound calls to existing customers, to sell direct life insurance products. I was required to provide a unique customer solution that will support improved retention & growth performance across multiple Suncorp brands & product types. ​

In this role I was a subject matter expert and utilise expertise in products, systems and business procedures to provide appropriate resolution of enquiries ensuring the customer experiences World Standard Customer Service. My aim is to retain ‘At Risk’ GIO and Suncorp customers and to assist new & existing customers with our more complex products such as Investor, Strata & Motor Bike insurnace.