Kimberly Chow

Working with IAG New Zealand limited as a Personal lines retention, assisting mainly our State Insurance brand. Provides support to our customer via different channels such Inbound, Outbound & Digital Space.

Key responsibilities are:

• Claims post loss referrals
• Remediation calls
• Test and learn campaigns that boost customer retentions.
• Underwriting referral for restriction zones.
• Carry out a general risk assessment and obtaining information. Correctly calculate premiums and ensure customers understand what their policy covers.
• Underwrite within my delegation in accordance with IAG personal lines delegations.
• Educate clients with risk based premium pricing with their insure which help build trust and retain relationship.
• Identify unacceptable risks and respond accordingly by seeking guidance in the case of unusual or apparent high-risk proposals.
• Constantly involve in Underwriting workshop to maintain knowledge in insurance sector.
• Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
• Actively enrolling with our Internal academy program to obtain higher risk insurance delegation.

NAC SUPPORT -September 2022 - February 2023

• Contact customer via email and text regarding installment arrears, pre- cancellation and Direct debit/credit card issue.
• Prepare renewal documents and other relevant documents for customers.

Credit retentions February 2023 -June 2023

• Secondment position to assist Outbound retention team reaching out to our vulnerable customers
• Responded to customer regarding billing disputes and other underwriting issues.
• Make an outbound call to customer where policies is in arrears, post cancel, pre cancellation and on renewal.
• Arrange payment plans by working with customer's financial situation and within business regulations.
• Maximise sales by reviewing customer's account using the customize framework.

Hired by Madison recruitment as customer service officer on fixed term contract to perform their obligation with Inland revenue. Part of the inbound contact center answering large volume of calls, answering Personal general tax information whilst providing outstanding customer service.

Key duties are:

• Assisted customer with their tax question (PAYE, Tax codes, Return) applications and completing tax forms.
• Helping tax payer understand how New Zealand Tax system works, which involves Resident Withholding Tax, Imputation system and Prescribed Investor rates (PIR)
• Perform strict validation procedure according to Tax Administration act 1994 Policy.
• Explain how debt arose and educate tax payer to avoid them.
• Analyze customer needs and escalate complex issue to relevant department
• Work closely with Senior officer to ensure immediate and efficient solution to problems.
• Assess and Assist customers with their filing requirements.
• Explain payments arrangements, locate missing payment and reverse penalties and interest within my level of Authority.
• Strong involvement in investigation and reporting potential and suspect fraud.
• Assist customer leveraging online services-MYIR, assisting them with registration and navigation.
• Assist Sole traders, self-employed and company owner with Small Business cash flow loan Scheme application.
• Involve in 1 on 1 coaching to identify area of improvement and assess KPIs such as ACW, AHT and time adherence.
• Do outbound calls to customer to obtain correct information for compliance.
• Perform Admin duties with strong level of accuracy.
• Updated account information after every customer call to keep all dates correct.

I am part of the premium team in Auckland Sales, managing transport and courier accounts in my portfolio with 600+ clients from small to medium businesses. Maintaining strong relationship with clients and responsible for management of sales to ensure growth of revenue in my portfolio.

Core Responsibilities:

• Serve as the lead point of contact for all customer account management matters
• Develop new business with existing clients and identify sales and growth opportunity in their business
• Prepare DIFOT reports to present their KPIs
• Negotiate contracts and close agreements to maximize profit
• Assist with challenging clients request or issue escalations as needed
• Manage and provide internal queries from PBT website, sales portal and customer service
• Collaborate with sales team to identify and grow opportunities within our territory
• Meet clients from time to time if require to have fully understanding of their business
• Assist clients with their claims process, credits and damages with their freight
• Constantly communicating clients and operations via email and calls
• Daily administration task such as preparing contracts, updating records to CRM, managing Invoices and creating rates
• Get involve in board meeting to discuss operational concerns and sales opportunity
• Provides pricing inquiry for Transport and courier movement.

I am part of the Know Your Customer Team (KYC) under the department of Financial Crime Compliance Uplift programme (FCC Uplift) for low risk customers with the responsibilities to support a broad range of compliance duties primarily through checking due diligence documents to the existing customers. This role has massive part in helping them and our communities stay one step ahead of the threat of financial crime and abide the law for Anti-Money Laundering and Counterfeiting of Financing in Terrorism Act 2009.

Responsibilities are:

• Analyses data received from various systems, customers and other sources to identify and verify customer identifications
• Review information from front line staff and customers in order to identify and verify our customers
• Inform Team leader of any discrepancies in order for remediation to take place
• Ensure accurate completion of process and policies that are in place to identify, manage and migitate risk, ensure regulatory, legal and internal policy requirements are complied with
• Assist with any administration duties as required for Retail Operation and Risk Team
• Used PEGA and Onyx system/tool for capturing details, analyzing, reviewing/verifying customers details for compliance
• Communicate to front-line team directly if needed guarantee assistance in verifying customer's identification
• Engaged in one on one coaching to discuss goals and areas of improvement

I was hired by one of the leading BPO companies in the Philippines to work as a frontline Technical Support Representative under Vodafone New Zealand.

Core responsibilities and tasks:

• Technical Troubleshooting for Fixedline, Broadband, and Email issues.
• Making courtesy calls/send emails to assure issues are resolved.
• Used multiple systems for troubleshooting and B2B ticketing system to create fault tickets.
• Walking our customers to setup modems from start to finish.
• Meeting KPIs such as adherence, calls taken, NPS targets etc.
• Engage in team meetings to provide skills and support to peers.
• Ongoing upskilling of new products and services.
• Regular coaching to find and improve areas of improvement.
• Communicating directly to our tier 2 team in seeking assistance for network issues.
• Process basic payments, sending invoices and answer basic billing queries.
• Document service calls and transaction using ticketing tools
• Building rapport with customers who don't speak geek.
• Communicate to other department directly if needed to guarantee a resolution.

Achievements/Results:

• Agent of the month - I was the top agent of the month as I had met and exceeded all targets given.
• Gained a high standard of customer liaison in this role including building rapport which will be beneficial to my future career goals.
• Gained technician knowledge in Fixed Line & Broadband.