Bhavini Dayal

Currently I work as an Analyst Quality as part of the NZ Risk & Customer Assurance team undertaking reviews of Broker Business to ensure compliance with company systems, guidelines and processes.

Analyst Quality - Responsibilities:

• Providing stakeholders with reporting on quality and compliance.
• Reporting on key trends and providing insights on root cause of risk.
• Liaising with stakeholders and other experts to define and agree robust action plans.
• Connecting with Line 1 risk for escalation of issues as required -Distribution of audit reports and attendance at stakeholder meetings.
• Highlighting opportunities to create positive customer outcomes by providing recommendations along with actionable insights.

Here I worked as an Underwriter for NZI Insurance in the Central Region Commercial Sales team assisting with the underwriting of commercial new business, renewals and endorsements relating to Property, Commercial Motor, Liability and Engineering products.

Underwriter - Responsibilities:

• Underwriting and processing of New Business, Renewals and Endorsements in line with underwriting authority levels
• Head Office referrals for policies that fall outside branch authority
• Maintain a good working relationship with Business Development managers, brokers and Head Office Underwriters
• Attending broker visits with Business Development manager
• Ensure Quoting protocols are followed when quoting new business
• Ensure timely processing of new business quotes and renewals
• Staff training
• Excellent customer service/negotiation skills
• Processing broker closings ensuring information is processed in line with the terms offered
• Requesting of and analysis of risk surveys
• Credit control
• Confirm policy information for the Claims Department
• Involved in UAT Testing for Guidewire Project - CMV Indigo
• Management of Senior Underwriters inbox 2 x a week
• Supported WNS Branch project helping with the processing Guidewire placings.

Here I worked at the Earthquake Commission (EQC) for a 1-year fixed term contract helping with claims that arose from the Christchurch earthquakes., Arranging payments to suppliers and claimants for emergency repairs.

Claims Officer - Responsibilities:

• Settlement of small contents claims
• Contacting suppliers and claimants in relation to emergency repairs and contents claims
• Excellent customer service/negotiation skills
• Referrals of invoices/claims to Estimator teams and Brisbane Claims team
• Adhering to policy guidelines
• Preparing claimant and supplier letters
• Training new staff

Here I worked as a Quality Analyst for BNZ Insurances. The purpose of my position was to provide reporting to measure and monitor the quality of service within the BNZ Insurances Unit.

Quality Analyst -Responsibilities:

• Monitor quality of service provided by the business unit
• Providing support and training to teams within the business unit
• Analysis of Quality results and communicating this to Business Unit Managers advising of trends and recommendations
• Training/Coaching of new and existing staff
• Assisting with the maintenance, evaluation, and resolution of Customer Complaints, providing feedback and training to teams where required
• Providing face to face constructive feedback with a goal to improve the level of service provided overall
• Auditing of business unit teams to ensure required actions are completed accurately
• Contributing and participating in the development of best practice solutions to increase efficiency and effectiveness throughout the business
• Providing assistances to other teams on an ad hoc basis including customer service and administration.

Here I worked as an Account Broker - Administration for Group Schemes in Wellington which dealt with broker and client enquiries of Stylecover policies as well as Aon Travel, Mike Pero Insurance and Honda Insurance. I started here as an Account Broker and was promoted to this senior position after 7 months of employment here.

Account Broker Administration - Responsibilities:

• Assisting the Account Executive to coordinate and control the workflows within the team
• Maintenance of the monthly Direct Debit/Payroll Deduction system
• Training of new staff
• Help assist the 0800 Customer Service Line during peak times of activity
• Maintenance of client files and assisting with the attainment of credit control objectives
• Ensuring the 0800 call activity is adequately staffed at all times
• Continuing my Account Broker responsibilities as shown below.

Account Broker: Responsibilities:

• · Customer Service/Communication Skills
• · Handling Customer Enquiries and Complaints via the 0800 Customer Service Line
• · Claims Administration
• · Inputting of policies, amendments, updates, and renewals
• · Maintaining a quality broking service
• · Problem Solving/Negotiation Skills
• · Preparing Client Letters, Invoices, Policy wordings and Schedules.

Here I worked full time as a Claims Advisor in the Corporate Partnerships Claims department in both the Operations team and the Call Centre dealing with Domestic Motor Vehicle, Home and Contents, and Commercial claims.

Claims Advisor - Responsibilities:

· Customer Service/Communication Skills

· Claims Registering, Processing, and Settlement

· Handling Claims Enquiries and Customer Complaints

· Problem Solving/Negotiation Skills

· Data Entry

· Paying Invoices

· Preparing Customer Letters