Kelly Brophy

• Portfolio management- looking after general BAU claims as well as , disability, Equine. , milk
• Declinature letters
• Worked on External Assessor claims e.g Sedgwick
• Helping team members with their work when they are away.
• Assisting with Lodgement calls when required
• Problem Solving
• Maintained accurate records of all interactions with customers in a timely manner.
• Assessed claims to determine eligibility and verify accuracy of information provided by customers.
• Provided advice on the claims process, including policy coverage and benefits.
• Providing Technical Help to Lodgment when required

• Managed Cyclone Gabrielle Claims at desktop assessor level- Secondment
• Working with Vulnerable Clients
• Managed heavy workload of ongoing claims thanks to strong organizational, time management, and collaboration skills.
• provided loss adjustor reports
• Used scoping tool to compare costs against quotes to ensure the costs are fair and reasonable .
• Developed relationships with internal departments such as the Recovery Technical Leads, mobile assessors, Recovery Team claims consultants
• Provided advice to Recovery Claims Consultants when required for Building Claims

Secondment role - working on Cyclone Gabrielle Claims.

• Reviewed and processed high-volume of complex insurance claims to ensure timely resolution.
• Help desk - answer any queries coming through the Gisborne office for Clients.
• Paying out emergency payments.
• working with Vulnerable clients
• Assessed claims to ensure accuracy and completeness of documentation.
• Reviewed documents such as police reports, bills, invoices, photographs. related to claim processing.
• Resolved customer inquiries promptly while ensuring compliance with applicable laws and regulations governing the insurance industry.
• Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
• Input claim information and payments into company database.
• Assist team members with their portfolio or activities when required
• Communicated effectively with clients throughout the entire claims process from initial filing through resolution.
• Advised customers on claim status, eligibility, and coverage
• Picked up other jobs that needed immediate attention from the Recovery Manager when required and completed these within a timely manner

• Portfolio management- looking after general BAU claims as well as , disability , Equine. , milk
• Helping team members with their work when they are away.
• Assisting with Lodgement calls when required
• Problem Solving
• Maintained accurate records of all interactions with customers in a timely manner.
• Assessed claims to determine eligibility and verify accuracy of information provided by customers.
• Provided advice on the claims process, including policy coverage and benefits.

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• Taking Inbound calls
• Lodging claims for clients
• helping out in the new claims inbox

• Managed team of 18 customer service representatives, providing guidance and coaching to ensure quality standards were met.
• Resolved escalated customer issues in a timely manner, utilizing problem solving skills to provide solutions that satisfied customers' needs.
• Collaborated with other departments such as IT or HR when needed.
• Established strong relationships with external stakeholders such as vendors or suppliers.
• Monitored call volumes and adjusted staffing schedules accordingly during peak periods.
• Motivated and encouraged team members through positive communication and feedback.
• Ensured compliance with company policies and regulatory requirements within the call center.