Celeste Murace Email & Phone Number

Australia

Sydney, Australia

To monitor the effectiveness of the Combined Case Management team and Individual Case Managers, in line with the requirements set out in the Combined Insurance Remediation Action Program Responsible for conducting call quality evaluations and detailed, end-to-end quality reviews of the Case Managers work Provide feedback and recommendations for continual improvement to both Cases Managers and Management on an ongoing basis Ensure the adherence to set quality and… Show more To monitor the effectiveness of the Combined Case Management team and Individual Case Managers, in line with the requirements set out in the Combined Insurance Remediation Action Program Responsible for conducting call quality evaluations and detailed, end-to-end quality reviews of the Case Managers work Provide feedback and recommendations for continual improvement to both Cases Managers and Management on an ongoing basis Ensure the adherence to set quality and compliance standards and work closely with the Team Manager to ensure improvement needs are addressed in a comprehensive and timely manner Contribute to ongoing Case Manager quality assessment programs to ensure sustained levels of service delivery meet Applicant, Management and overall business expectations Provide expertise in contributing to and owning improvement plans resulting from analysis Ensure own and staff compliance with specified service standards, General Insurance Code of Practice, Corporations Act, National Privacy Principles, Australian Communications and Media Authority Code of Practice, appropriate trade Practices’ regulations and other regulations as required Show less

Sydney, Australia

Interviewing customers who have accessed the Combined Insurance Remediation Action Plan (RAP) Analysing customer files and interactions with Combined to make a determination s to whether detriment has occurred as a result of Authorised Representative misconduct Investigating customer files and associated records determining the appropriate remedy to apply if applicable Drafting detailed, logical, well explained decisions in plain English Escalating certain RAP… Show more Interviewing customers who have accessed the Combined Insurance Remediation Action Plan (RAP) Analysing customer files and interactions with Combined to make a determination s to whether detriment has occurred as a result of Authorised Representative misconduct Investigating customer files and associated records determining the appropriate remedy to apply if applicable Drafting detailed, logical, well explained decisions in plain English Escalating certain RAP Reviews to the Adjudicator as per the Operational GuidelinesConducting Peer Reviews to ensure due process has been followed Adhering to Chubb’s legal, regulatory and internal compliance obligations, ensuring that Quality Assurance standards are metHandling complaints and disputes in accordance with the existing Chubb Complaints Handling and Dispute Resolution Policy and FrameworkCoaching and training new staff members Show less

North Sydney

Handling complaints in accordance with the existing Chubb Complaints Handling and Dispute Resolution Policy FrameworkAcknowledge complaints in a timely manner, address complaints promptly and according to the order of urgency and keep the complainant informed during the processMaintaining comprehensive understanding of all relevant legislation and regulationsEnsure complainants are aware of the internal and external dispute resolution processMaking accountable… Show more Handling complaints in accordance with the existing Chubb Complaints Handling and Dispute Resolution Policy FrameworkAcknowledge complaints in a timely manner, address complaints promptly and according to the order of urgency and keep the complainant informed during the processMaintaining comprehensive understanding of all relevant legislation and regulationsEnsure complainants are aware of the internal and external dispute resolution processMaking accountable decisions with demonstrated competence in analysing, and investigating issues and developing and negotiating solutionsEnsure responses and outcomes of complaints are recorded, filed and reported to management and monitor implementation of remedies and actions to improve practicesAccepting and resolving escalation calls from other staff membersResponsible for conducting call quality evaluations and ensuring Customer Relation staff members are adhering to the quality standards set out in the Combined Insurance Standard Operating ProceduresCoaching and training of new staff membersRun weekly and monthly reports for Customer Relations DepartmentPerform software testing before updated systems are releasedOrganise team rosters and timetables, ensuring that there is the right staff at the right timeAssist Manager and Team Leader by completing any ad-hoc responsibilities Show less

North Sydney

Take inbound calls and enquiries from customersTo provide first class service to our customers and resolve any issues that ariseEnsure that Policy and system knowledge remain potent customer management toolsDemonstrate skilled and strategic use of systems to respond to customer enquiries efficiently Ensure all information is recorded accurately and correctly in accordance with company regulationsUnderstand and practice a positive attitude towards… Show more Take inbound calls and enquiries from customersTo provide first class service to our customers and resolve any issues that ariseEnsure that Policy and system knowledge remain potent customer management toolsDemonstrate skilled and strategic use of systems to respond to customer enquiries efficiently Ensure all information is recorded accurately and correctly in accordance with company regulationsUnderstand and practice a positive attitude towards customers and other team membersProvide quality policy interpretationLiaising with internal departments to ensure the customer receives all relevant information within a timely mannerEnsuring the adherence to the quality standards set out in the Combined Insurance Standard Operating Procedures Show less