Eli Grey Email & Phone Number

Brisbane City, QLD, AU

Brisbane, Queensland, Australia

Australia

Lead and manage a property claims team of up to 40 to deliver exceptional customer service (internal/ external) and to achieve or exceed KPI’s as per agreed targets.Effectively prioritise and delegate tasks to subordinates and support staff.Manage the ramp up and run down of two major events, and provide key updates and reporting to the business and the.

Proactively supported a proposed operational re-structure by traveling to the Philippines and becoming an integral part of IAGs successful partnership with an off-shore BPO. Facilitated over 5 months of training internationally, and assisted to develop efficient ways of working, and a successful stakeholder relationship with an offshore partner.

Lead and manage a property claims team to deliver exceptional customer service (internal/ external) and to achieve or exceed KPI’s as per agreed targets.Effectively manage resourcing of the team to deliver performance outcomes, including scheduled and unscheduled leave, flex and RDO management. Lead, coach and drive culture and engagement through clear.

Provide support for Property Claims Consultants by using technical expertise to answer on the job claim enquiries, complete payment and document authorisations, and complete quality file and call audits.Assist customers by handling escalated technical and service disputes.Identified skill gaps, developed and facilitated ongoing training material as well as.

Handling high level disputes on commercial and consumer Building, Contents, Motor, Niche and Fleet Claims for eight insurance brands utilising over 10 claims systems, and 2 dispute systems.Managed complaints in accordance with the General Insurance Code of Practice, the Financial Ombudsman Service (FOS) Terms of Reference, ASIC Regulatory Guide 165.

Team leadership including but not limited to, providing technical support and expertise, allocation of workload, providing performance statistics, complete team member file and call audits, identify and implement any coaching opportunities and provide constructive feedback.Assist customers by handling escalated technical and service disputes.

Worked as a Motor and Home claims consultant.Action inbound and outbound customer and supplier phone calls and correspondence, demonstrating strong verbal and written communication skills. Process and settle customer claims.Manage preferred supplier relationships and invoice accounts.