Shane Roach Email & Phone Number

- Management of complex domestic, landlord, strata and commercial property claims from inception to completion whilst meeting KPI requirements- Liaise with internal and external stakeholders- Critical analyses and assessment of risk to provide reports and feedback to management and department leaders- Handling, management and completion or escalation of active consumer complaints- Efficiently progress active claims in line with the General Insurance Code of Practice and Australian Financial Complaints Authority guidelines- Upholding protection of personal information in line with specific legislation including The Privacy Act 1988 and The Health Insurance Portability and Accountability Act of 1996- Complete administration and customer service duties- Build and maintain relationships with internal & external stakeholders

- Management of 100 to 120 property & contents liability claims from inception to finalisation in line with the General Insurance Code of Practice & legislative requirements- Appoint, instruct and liaise with stakeholders and service providers.- Analyses of specialist reports to determine policy coverage in relation to the client product disclosure statement wording- Provide technical guidance and training to staff on claim management, analysis, financial reserving, complaint resolution, quality assurance & performance management- Processing of customer settlement payments, service fees and specialist invoices- Maintaining a high focus on customer service via emails, outbound & inbound calls to ensure customer satisfaction and fulfillment of all enquiries- Adhering to SLA’s, critical deadlines and timeframes

Attaining sales for specific clientele through face-to-face customer acquisitioning and customer serviceTraining and coaching of daily and weekly topics varied from sales procedures, team building, coaching models, goal setting and mindset.