R E S U M E M I H K E L K E A Y S

I N S U R A N C E C L A I M A D M I N I S T R A T O R

A B O U T M E

I N S U R A N C E I N D U S T R Y E X P E R I E N C E

O B J E C T I V E

I N D U S T R Y T R A I N I N G &

E D U C A T I O N

I N S U R A N C E S K I L L S

With seven years insurance administration experience in customer service, insurance underwriting/distribution and property and motor claims administration/adjustment I am now interested in pursuing a **

S U N C O R P G R O U P - P R O P E RT Y A N D M O T O R C L A I M S A P R I L 2 0 1 4 T O P R E S E N T

**

U n i v e r s i t y o f S o u t h A u s t r a l i a

Bachelor of Accounting (Final Year)

Attention to Detail

Strong Customer Service Focus

Clear and accurate written and verbal communications

Mobile: 0406 623 000 3 Crozier Street

Coburg East VIC 3058

mihkelkeays1@tpg.com.au LinkedIn Public Profile

www.linkedin.com/in/mihkel-keays-6b470b47

N t h . M e l b o u r n e I n s t i t u t e o f TA F E

Diploma of Accounting (2010)

University High School - Year 12 (1990)

Determining Liability

Conflict Resolution

Effective negotiator

Accurate & Fast Data Entry

Internal and External Client Relationship Management

Homesglen Institute of TAFE

Certificate IV in Financial Services (Insurance Tier 2)

Ability to quickly learn and use multiple insurance database

platforms

• General Insurance Home/Contents (Private, Strata, Landlord) and Motor Claims Management concurrently across 4 brands - AAMI, APIA, GIO and Suncorp Insurance

• End-to-end claims management; analysis of correct claim lodgment decision based on PDS; verbal and written partial and full decline administration; internal assessment, fulfillment and settlement management

• Managing client expectations through timeliness of payments, advising and educating clients on each step of the claims process.

• Respond to and manage activities throughout the claim management process

• Providing a superior level of customer service that meets organizational values, claims philosophy and service excellence standards

• Internal and External Assessment Report review, interpretation and experience explaining assessment outcomes to the insured.

• Variation vendor requests, liability quotes and liaison • Successful negotiation of insurance settlements directly with clients and in line with delegation of authority and insurance company policy, practices and procedures

• Meeting or exceeding Key Performance Indicators on a consistent basis

Process Driven

April 2015 to August 2015 (secondment)S U N C O R P G R O U P C L I E N T M A N A G E R / A D J U S T E R

Responsibilities • Manage client claim expectations in relation to timeliness and steps in end

to end claims management • Cash settlement of claims where appropriate • Repair or Supply building or contents fulfillment in a timely manner • Establishing a clear understanding of each client’s claim • Ability to make decisions within the scope and within Delegation of

Authority (up to $10000 without management authorization) for the role • Decisions being made to balance the client and cost impacts in line with the

PDS, PPG and Insurance Code of Practice • Maintaining and liaising with internal stakeholders - team leader, technical

support officers, Client Managers, Supply and Repair Coordinators, Internal and External Assessors, Internal Dispute Resolution, Recoveries and Settlements, Fraud Investigation Team and Claims Assist Officers

Key Performance Indicators • Minimum administration of 15 claims per day to bring claim to next step in

process and/or closure • Minimum 80% efficiency (determined by number of work-plan activities

completed on each claim eg. 6 minutes allocated to ‘review claim correspondence’)

KPI results • Met or exceeded 80% efficiency and minimum 15 claims per day

requirement from the middle to the conclusion of the 5 month secondment • Quickly adapted and built knowledge in the role and to required standards

S U N C O R P G R O U P C L A I M S C O N S U L T A N T

Responsibilities • First Notice of Loss motor and property claims lodgment across 4 brands of

insurance - GIO, AAMI, APIA and Suncorp Insurance • Determining full or partial liability across 4 product disclosure statement based

on client brand • Administrating existing property and motor insurance claims • Liaison as required with internal stakeholders including: Client Managers,

Technical Support Officers, Team Leader, Recoveries and Settlement, Do & Charge Builders and content Suppliers

April 2014 to present

Key Performance Indicators • Average Handling Time - 750 to 850 seconds • After Call Work -180 seconds or less • SMART Bookings - >70% • Excess Collection >70% • Call Quality >95% • First Call Resolution; Home - >70% Motor >60% • TSO referral - <5% KPI results • Meeting or exceeding targets on a consistent and ongoing basis

INSURANCE POSITIONS HELD A C C O M P L I S H M E N T S A N D A C H I E V E M E N T S

• Deployment as a Suncorp Group Customer Response Team Claims Assist Consultant to Far North Queensland (Tully and Cairns) for 10 days in the aftermath of Cyclone Yasi lodging and administrating Natural Hazard claims

• Based on my excellent KPI results assigned as a Suncorp Group Sales and Service Distribution Officer at Australian Pensioners Insurance Agency Melbourne Branch liaising in-face with APIA insurance clients pertaining to policy and claim inquiries

• Elevate Award received based on my KPI results

• Rewarded with quarterly bonuses on a consistent basis based on my balanced scorecard KPI results

• Multiple High Distinction and Distinction grades achieved during the completion of a Bachelor of Accounting course part time

• Based on my Small to Medium Accident Repair Technology (SMART) high KPI % results saving Suncorp Group $1500 on average per lodged new motor vehicle claim

• Reducing call waiting times for our clients by achieving high % first call resolution

S U N C O R P G R O U P D I S T R I B U T I O N C O N S U L T A N T November 2009 to April 2014

Responsibilities • Answering inbound telephone calls from AAMI, APIA, GIO and Suncorp new

and existing clients • Referring to, interpreting and applying Underwriting guidelines, policies and

procedures to all client interactions • Adhering to the Insurance Code of Practice, Client Charter and the Privacy Act

with each external client interaction • Solution management for client generated problems and/or difficulties • Exercising personal judgement to suit client’s circumstances • Liaising with representatives of the insured (eg. solicitors, decease estates,

power of attorney and other authorized representatives • Providing general insurance advice and insurance products to new and

existing clients • Insurance claim lodgement involving the interpretation of 4 different product

disclosure statements to determine partial or full liability • Processing payments, providing accurate and timely information to clients • Utilisation of multiple insurance software programs, client databases and

systems • Working in various teams and responding to shifting priorities in a flexible

and positive manner

Key Performance Indicators • Customer Related Time: > 6 hours per day • Average Handling Time: < 600 seconds • Schedule Adherence: > 95% • Contacts per Risk: > 9 per day • Risk Conversion: 43%

KPI results • Met or exceeded KPI’s on a consistent basis

A C C O M P L I S H M E N T S A N D A C H I E V E M E N T S

C P S U A D M I N I S T R A T I O N A N D M A N A G E M E N T

February 1994 to November 2009

Responsibilities

December 2006 to November 2009 - Office Administration Manager •Lead the administration team with 4 direct reports including performance review and development, training, workflow management and delegation •Contribute to continuous improvement in policy, procedures, information systems, performance development and team building •Providing support to and close liaison with senior management in relation to effective administration at a state and national level.

August 2005 to December 2006 - Finance Officer (CSIRO Staff Association) •Responsible for accounts payable and receivable •Banking functions including reconciliation of multiple CSIRO payroll deduction variance fortnightly reports •Produce quarterly and periodic statement of financial position and performance for perusal and action by association secretary and treasurer

• Nominated on multiple occasions for Suncorp Group Aspire Awards

• Meeting sales, telephony and service targets on a consistent basis

• Capacity to manage the state office with high level of efficiency and to multi task in a complex, deadline driven role

• Ability to comply with statutory obligations and accounting standards and adhere to government reporting schedules and financial reporting timetable for auditing purposes

C P S U A D M I N I S T R A T I O N A N D M A N A G E M E N T

Responsibilities

August 2005 to December 2006 - Finance Officer (CSIRO Staff Association) • Prepare bank deposits, compile documentation, reconcile receipts and

banking funds

August 2004 to August 2005 - Administration Supervisor • Responsible for supervision, performance development and workflow for

three administration officers • Coordinate recruitment processes for the administration team including

establishing selection criteria, interview and subsequent induction training

• Responsible for supporting payroll administration for 46 employees, reconciliation of fortnightly leave forms, work cover administration, superannuation and related information dissemination to employees

February 1994 to August 2005 Various internal positions held including: Administration Officer Membership Officer Education Assistant Records Management Officer Accounts Assistant

• Demonstrated capacity to manage accounts payable and receivable using MYOB

A C C O M P L I S H M E N T S A N D A C H I E V E M E N T S

• Initiated a review and investigation into a postal address software program and led introduction of initiatives which improved data integrity for the membership database system.

• Undertook review of existing equipment and oversaw procurement process; vehicles and training equipment

July to September 2000 - Accounts Payable Officer (contract/temporary position)

Responsibilities • Match, code and batch invoices for payment, reconcile vendor

accounts and complete month end reconciliations and reporting to the accounts payable supervisor

• Liaison with internal staff in confirming authorization of payment of invoices prior to cheque payment/EFT bulk payment runs

• High volume processing of invoices (200 per week), accounts payment (500 vendors) and single high value reconciliation and payments

• Processing inter-company general journal entries

OTHER EMPLOYMENT

AUSTRALIAN ARMY RESERVE - PART TIME

E S S O / E X X O N M O B I L A U S T R A L I A • Issuing a cheque to the Australian Taxation Office for $9 million in relation to company payroll tax whilst I was employed as an Accounts Payable Officer with Esso Australia

• Played a key role and demonstrated relevant competencies in liaison and complex reconciliations in managing major accounts

• Offered permanent employment by Esso Australia. I chose to return to CPSU where I continued to advance my career and assumed role as Office Administration Manager

1992 to 1996 - Trooper - 4th/19th PWLH (RAAC)

Responsibilities • Weapons handling, first aid and navigation

1990-1992 - Builders Labourer

• Successfully completing recruit and initial employment training