Insurance Claims Controller Resume
Contact information
Yanek S. Uretsky
19 Street
Dallas
Texas
Career objective
Looking for a challenging position of the Insurance Claims Controller Resume the reputed University with a view to use my wide experience for the benefit of the organization.
A well organised, professional and deadline oriented Administration Manager with excellent time & people management skills gained within a customer service business environment; seeking a full-time role to utilise my high attention to detail, problem solving skills & proven record of meeting deadlines.
Key Skills:
People Management: Proven ability of managing & motivating teams of up to 18 staff to achieve business goals.
Well Organised: Proactive in prioritising own workload & that of others to ensure business deadlines are met.
Problem Solving: Proven record of resolving staff resource issues & creatively resolving customer issues.
Attention to Detail: Consistently working with a high level of accuracy whilst handling large volumes of data.
A “can do” Attitude: A flexible approach, with a willingness to take on extra responsibilities as and when required.
Smart: A professional attitude at all times; I am very well presented and have excellent communication skills at all levels.
Career History:
JOHNSTON & CO, Insurance Brokers, Redhill 03/2010 – date
Payments Administrator
Administering payments for policy holders from the funds held by BJINS on their behalf, ensuring swift, accurate settlement of repair invoices. Maintaining databases holding information regarding the claims portfolio. Checking for coverage and policy information. Taking telephone enquiries and generally assisting as requested.
ZURICH INSURANCE, 1991 – 09/2009
Senior Technical Administrator (2001 – 2009)
Based within a team of up to 16 staff employed as a Claims Controller – Technical, supporting Zurich customers whose employees have been involved in work related accidents.
Prioritising & organising my own workload of 200 customer cases, regularly taking action on 40 cases per week, consistently achieving 98% on internal customer service & quality audits. (This was based on a 20 hour working week.)
Identifying training requirements and organising for the relevant training to be delivered.
Extensive daily use of intranet/internet based databases and administration systems to accurately record all relevant customer/case background information.
Effectively communicating in writing & by telephone with legal representatives and customers to negotiate settlements in accordance with company policy, regularly achieving 4+ closures per 20 hour week.
Handling up to 100 inbound telephone calls per week from customers and legal representatives, providing information and support relating to claim progress.
Effectively handling complaints within agreed timescales & deadlines whilst ensuring customers’ issues/problems are identified and working relationships are maintained.
Regularly undertaking customer case reviews to assess financial liability levels and make payments in accordance with a mandate level of 100,000.
Acting as a referral point for junior members of staff, providing advice, guidance & support relating to claims outside their authority or where there is technical knowledge required.
Negotiating settlements within agreed budgets.
Administrative Team Leader (1993 – 2001)
Based within an extremely busy claims department, leading a team of 18 staff, effectively handling approx 1,400 incoming calls per week and regularly processing up to 7,000 claims at any given time.
Daily prioritisation & allocation of workload to team, acting as sole referral point for all escalated customer enquiries and complaints.
Identifying training issues and either arranging or personally delivering the training as required.
Effective management and motivation of team activities, undertaking quarterly 1:1 performance appraisals, raising any potential issues and gaining individual buy-in to undertaking training as required, thereby meeting personal development plans.
Attendance at weekly senior management meetings, cascading information to staff as required, ensuring all are kept informed of business, product & service developments.
Ensuring that all work produced by team is at all times within agreed pre-defined regulatory, compliance and financial guidelines.
Responsibility for Health & Safety issues with my area.
Early Career Summary:
CAREER BREAK – Temp Work 1990 – 1991
ZURICH INSURACE, 1988 – 1990
Claims Handler
CAREER BREAK – Overseas Travel 1987 – 1988
ZURICH INSURANCE, 1985 – 1987
Claims Handler
Education & Training:
Technical Skills Training Courses:
Management Training Courses:
Negotiation Skills
Motivation Skills
Customer Service Skills
Staff Disciplinary Procedures
Telephone Skills
Resource Utilisation
Conflict & Complaint Handling
Capability Procedures
Treating Customers Fairly
Staff Performance, Development
Fraud Identification
& Appraisal
2 A Levels: Social biology & Government/Political Studies
9 O Levels: incl English & Maths
(Nonsuch High School, Cheam)
Interests:
Family: Spending time with my children, family days out.
Other: Reading (Especially thrillers), gardening, National Trust
References
Yanek S. Uretsky
Manager
Wap Company.
Yanek_Uretsky@gmail.com
