Experience

• 

  Fidelity Life Assurance Company Limited

  • New Zealand
  • Insurance
  • 400 - 500 Employee

  • Claims Operations Manager - Lump Sum

    • Apr 2022 - Present

    Manager of the Lump Sum Claims Team at Fidelity Life. Responsible for team development, performance and risk management for $100M spend, including QA assessment, team KPIs and process improvement. A key focus on providing exceptional customer service to customers and advisers with a specialist interest in complaint resolution. Current chair of Fidelity Life's Claims Committee and a voting representative on the Complaints Committee.

  • Team Manager, Claims - Lump Sum & Case Management Support

    • Jan 2018 - Apr 2022

    Manager of the Lump Sum Claims and Case Management Support teams at Fidelity Life with 10 direct reports. Responsible for team development and performance, risk management and payment authorising for $100M spend, QA assessment, team KPIs and process improvement with a focus on providing exceptional customer service to customers and advisers with a specialist interest in complaint resolution. Current chair of Fidelity Life's Claims Committee and a voting representative on the Complaints Committee.

  • Case Manager - Retail Claims

    • Dec 2015 - Dec 2017

    This role, primarily, was to assess, pay and manage both low risk and high risk income protection claims within a comprehensive set of retail claim products. Secondary to this was the assessment and payment of lump sum claims including trauma, death and TPD claims.

• 

  Sovereign

  • New Zealand
  • Insurance
  • 300 - 400 Employee

  • Customer Care Specialist - Customer Advocacy

    • Jan 2015 - Nov 2015

    Reporting of complaints data company wide and assisting the Customer Care team, customers and staff with Sovereign's internal complaints process and the resolution of significant complaints.

  • Claims Specialist

    • Feb 2010 - Jan 2015

    Assess, pay and manage illness, injury, redundancy, permanent disability and death claims.

  • Senior Customer Administration Officer - Home Loans

    • Jul 2007 - Feb 2010

  • Customer Care Representative - Home Loans

    • Jan 2005 - Jul 2007

    A phone based role for the Home Loans division of Sovereign assisting customers with their every day banking and home loan needs.

• 

  AMP

  • Wellington & Wairarapa, New Zealand

  • Customer Services Consultant

    • 2001 - 2003
    • Wellington & Wairarapa, New Zealand

• 

  Azimuth Consulting (NZ) Ltd

  • Executive Assistant

    • 1998 - 2000

• 

  ITANZ

  • Wellington & Wairarapa, New Zealand

  • Executive Assistant

    • 1995 - 1997
    • Wellington & Wairarapa, New Zealand

• 

  Bell Gully

  • Legal Secretary

    • 1986 - 1994