Experience

Capita Remediation Services

• United Kingdom
• Financial Services
• 1 - 100 Employee

• PPI Complaints Manager

  • Aug 2018 - Present

• PBA Review Complaints Manager

  • Jan 2018 - Aug 2018

• PBA Redress Complaints Manager

  • Nov 2017 - Jan 2018



RiiG Limited

• United Kingdom

• Claims Technician

  • Sep 2016 - Oct 2016

  Self-Employed Contractor on behalf of RIIG for Congregational & General Insurance.

• Case Handler

  • Jan 2016 - Feb 2016

• Claims Technician

  • Jun 2015 - Dec 2015

  Self-Employed Contractor on behalf of RIIG for Chester Street HoldingsGained experience as a claims technician within the employment liability department.Manage my own caseload; ensuring claims are dealt with quickly and efficiently from start to completion. Plan and organise work efficiently – on my own initiative. Teamwork and achieving completion targets/deadlines. Policy searches to assess cover on the ELTO system and submitting responses, assessing cover, closure of claims, handling deeds and diaries.Closure projects undertaken for EL policyholders, contacting third party solicitors, correspondence via email, telephone and letters, managing large amounts of post, ensuring that the policyholder has been kept up-to date with present position on employment liability claims and updating financials for recovery aspects, strong attention to detail.General administration work, data entry, letter writing, correspondence via email to the policyholder, dealing with post/diary and new claims, making outbound calls to third party solicitors.

• Claims Technician

  • Oct 2014 - May 2015

  Self-Employed Contractor on behalf of RIIG for Direct Line within the household and recovery department.Responsible for managing large amounts of household claims and recovery claims, which included managing my own caseload, explain complex information in a simple way, to solve problems by identifying a number of solutions. Ensuring the customer fully understands what is going to happen by exploring their expectation and also clarifying the claims handling process. Negotiate solutions for claims cost, using loss adjusters, suppliers and contractors when appropriate. Chasing third party insurance companies to recover monies, liaising with solicitors as to which course of action would be more effective in recovering cost. General administration work, data entry, letter writing, correspondence via email to the policyholder, dealing with post/diary and new claims, issuing payments to policy holders, solicitors and also suppliers/contractors, making outbound calls to customers.Claims processing and administration; assessing all claims in line with the procedure and undertaking investigation enquires to validate a claim. Pro-actively pushing claims to conclusion.

• Property Claims Technician

  • Jan 2014 - May 2014

  Employed as a property claim technician on behalf of RIIG for Congregational & General InsuranceDuties and responsibilities included; managing my own caseload on a day to day basis, ensuring claims are dealt with quickly and efficiently from start to completion. Explain complex information in a simple way, to solve problems by identifying a number of solutions, ensuring the customer fully understands what is going to happen by exploring their expectation and also clarifying the claims handling process.Ensuring genuine claims are settled promptly while detecting signs of fraudulent claims and investigating further, decision making.Negotiate solutions for claims cost, using loss adjusters, suppliers and contractors when appropriate.Managing multiple activities by prioritising important and urgent tasks while maintaining the focus on the customer. Building customer confidence by quickly developing rapport. Negotiate solutions for claims cost, using, suppliers and contractors when appropriate.Data entry, decision making, letter writing, attention to detail.Taking responsibility and settling claims, from cradle to grave.General administration work, correspondence via email to customer, dealing with post and new claims, making outbound calls to customers and contractors.



Aviva plc

• Sri Lanka
• Financial Services
• 1 - 100 Employee

• Claims/Case Handler

  • Feb 2008 - Nov 2012

  I was employed as a claims handler for Aviva and have taken on various roles which included: property, complaints, recoveries, creditor claims (PPI), and as commercial claims handler, I mostly dealt with inbound calls from customer and suppliers with queries on the progress of the claims, any complications, issue of payments, dealing with post, diary, deadwood, emails and work in progress on a daily basis.Provided training plans and provided training on a 1-1 basis to begin work within the commercial claims and household team.Increased my understanding on the technical side of insurance in order to maximise my knowledge and to help other staff within their roles to provide the best service they could. Project undertaken on commercial and household departments. These projects are now complete. (complex claims from £10K - £100K+)Manage my own caseload, ensuring claims are dealt with quickly and efficiently from start to completion. Plan and organise work efficiently – on my own initiativeExplain complex information in a simple way, to solve problems by identifying a number of solutions, ensuring the customer fully understands what is going to happen by exploring their expectation and also clarifying the claims handling process.Negotiate solutions for claims cost, using loss adjusters, suppliers and contractors when appropriate.Managing multiple activities by prioritising important and urgent tasks while maintaining the focus on the customer. Building customer confidence by quickly developing rapport.Taking personal responsibility and ownership of settling claims, ensuring that things are “right the first time”.Ensuring genuine claims are settled promptly while detecting signs of fraudulent claims and investigating further. The ability to work within a productivity target.Data entry, decision making, letter writing, strong attention to detail.Complaints handling experience.Chasing third party insurance companies to recover monies.



Pec's Data Services LTD

• Data Entry Clerk

  • Jul 1997 - Feb 2008

  I was employed as a data entry clerk for over 10 years.Duties included:Enter confidential information into the data entry system as well as verify all date keyed with accuracy and speed (from 13000-19000 keystrokes per hour) on a day to day basis.Teamwork and achieving completion targets/deadlines.