Case managing a death claims portfolio from notification through to payment. Being a first point of contact for claimants and guiding them through the death claims process. Ensuring that the claims register is accurately maintained and that all claimants are advised of reasons for decisions. Supporting the Bereavement Centre in responding to internal and external queries and complaints so that insurance claims matters are processed efficiently. Undertaking the operational management of the unclaimed monies process. Engaging with internal and external stakeholders, vendors, and service providers to build positive working relationships.

Case managed a death claims remediation portfolio from the first point of contact through to payment and lead the operational management of unclaimed monies so that insurance remediation claims cases can be closed. Represented the remediation team as a key contact for internal and external stakeholders to liaise with on death claim matters by working collaboratively with internal and external stakeholders, such as administrators.

Provided coaching to uplift performance of customer service officers through targeted interventions where performance gaps have been identified and additional support for new starters.Supported customer service officers to deliver high quality customer service on inbound and outbound calls and/or administration items through training and guidance.Supported team leaders to improve their quality of feedback and communication of best practice to customer service officers.