Tania Lorraine Ohlson
AUCKLAND,New Zealand
Summary
Experienced customer and client services professional with extensive experience across Insurance, Financial Services and Professional Services environments. Known for a strong work ethic, adaptability and the ability to learn new systems and processes quickly.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Broker Support Agent
Bizcover
Remote, Australia
07.2025 - 09.2026
- Achieved 86% conversion rate of new business clients, contributing to over 60% revenue growth
- Facilitated onboarding process for new brokers by providing training on platform functionalities and compliance requirements.
- Guided brokers in navigating broker platform, processing amendments, renewals, and referrals to underwriters
- Handled highest volume of inbound calls, ensuring prompt support for brokers and clients
- Managed Inbound and outbound calls from Internal departments, brokers and underwriters
- Sent out quotes for new and existing business to brokers
- Processed amendments and transactional queries to existing policies
- Processed and issued renewal policy documentation to brokers
- Referred complex queries and confirmed offer of terms to Underwriters for new and existing business
- Maintained and updated broker information on the internal platform to ensure accurate and accessible data.
Member Support Adviser
MAS (Medical Assurance Society)
, Wellington
08.2024 - 06.2025
- Managed inbound customer inquiries, providing quotes for house, contents, and motor vehicle insurance products to support client decision-making.
- Followed up on quotes with new and existing clients, converting quotes into policies and enhancing retention rates.
- Onboarded new clients and established new policies
- Updated client policy information following changes in circumstances and risk
- Prepared and issued renewal documentation to clients
- Processed payment transactions efficiently
- Managed policy cancellations and transactional queries
- Responded to customer emails and addressed complaints, ensuring client satisfaction and resolution of issues.
- Referred complex queries to Underwriting, Commercial Insurance and Advisers
- 74% success rate in converting New Business clients as a result generating more revenue for the organisation
Associate Client Relationship Manager
TMNZ (Tax Management New Zealand)
Remote , Auckland
11.2022 - 07.2024
- Assisted client relationship managers in resolving transaction-related queries to enhance client satisfaction
- Coordinated and scheduled client meetings for client relationship managers to facilitate effective communication
- Delivered administrative and operational support to clients, accountants, and internal departments to ensure smooth operations
- Prepared sales tax, audit tax, refunds and tax purchase quotes for clients and accountants
- Prepared tax transfers to the Inland Revenue Department and completed the use of money interest calculations for accountants and client relationship managers
- Established new taxpayer accounts to ensure compliance with tax regulations. and group structures in CRM
- Updated client accounts by adding and removing tax agents to maintain correct account access. from client accounts
- Conducted outbound campaign calls about tax deadlines.
- Conducted outbound campaign calls relating to tax deadlines
Client Care Specialist / Client Support
TMNZ (Tax Management New Zealand)
Hybrid, Auckland
03.2019 - 11.2022
- Managed a portfolio of 90 small tax firms and maintained strong working relationships with key accountants
- Hosted a webinar of 100 participants consisting of tax agents and clients on how to process tax requests in the portal which generated over 45% growth for the company.
- Provided support to clients and tax agents by managing emails and resolving queries to enhance satisfaction
- Managed relationships with clients and tax agents through proactive inbound and outbound communication to ensure effective support
- Facilitated client onboarding through welcome calls and identified upselling opportunities to strengthen client relationships
- Administered firm process and administration agreements
- Delivered client and tax agents training through webinars and self-service resources
- Analysed tax agents training needs through webinars, on-site meetings and contributed to self-service resources and UX Improvements
- Supported NPS management and customer experience initiatives
- Escalated complex queries to other internal departments and Inland Revenue for tax related queries
- Supported campaign management and tax transfers to Inland Revenue
- Processed refunds including AML requirements
Adviser Support
Southern Cross Health Society
, Auckland
09.2014 - 10.2018
- Managed high priority adviser and client requests
- Processed cancellations, bereavement claims, suspension of cover, and transactional queries to ensure timely resolution
- Processed letter of authorities, policy assignments, including changes of servicing advisers
- Managed commission queries and facilitated group scheme removals and transfers into individual health insurance policies for seamless transitions
- Updated client and adviser information and maintained database records on the CRM
- Managed portal enquiries and registrations from Advisers through the Adviser portal
- Assisted with general claims enquiries and generated health insurance quotes for advisers
- Coordinated follow-ups with advisers on outstanding applications and underwriter requirements to expedite processing
- Handled inbound calls from other internal departments (i.e.). Customer Services, Retentions and Advisers)
- Managed high priority adviser and client requests
- Processed cancellations, bereavement, suspension of cover and transactional queries
- Processed letter of authorities, policy assignments, including changes of servicing advisers
- Managed commission queries and group scheme removals and transfers into Individual health insurance policies
- Updated client and adviser information and maintained database records on the CRM
- Managed portal enquiries and registrations from Advisers through the Adviser portal
- Assisted with general claims enquiries and generated health insurance quotes for advisers
- Managed follow ups with advisers regarding outstanding application and underwriter requirements
- Handled inbound calls from other internal departments (i.e. Customer Services, Retentions and Advisers)
Broker Support / Client Administrator
Crombie Lockwood
Full time 6 month contract role, Auckland
03.2014 - 09.2014
- Maintained strong working relationships with customers, advisers and other external parties
- Coordinated stationery orders and arranged travel/accommodation for brokers and sales manager, ensuring smooth operations
- Processed new applications and referred new business and upselling opportunities to local advisers
- Managed inbound calls, website enquiries and customer emails
- Assisted various departments by providing necessary support
- Scheduled adviser appointments with clients
- Scheduled adviser appointments with clients
- Maintained strong relationships with customers, advisers, and external parties, enhancing collaboration and service delivery
- Maintained strong working relationships with customers, advisers and other external parties
- Coordinated stationery orders and arranged travel/accommodation for brokers and sales manager, ensuring smooth operations
- Co-ordinated stationery orders and travel/accommodation arrangements for brokers and sales manager
- Worked closely with Adviser relationship managers and supported other areas of the business as required
- Assisted various departments by providing necessary support
- Ensured company procedures and service standards were adhered to
- Ensured company procedures and service standards were adhered to
- Maintained strong relationships with customers, advisers, and external parties, enhancing collaboration and service delivery
Accounts Payable / MIMO Administrator (Money In/Money Out)
Fidelity Life Insurance (formerly Tower Life)
, Auckland
07.2012 - 10.2013
- Processed account enquiries and daily banking for Life Insurance policies
- Downloaded and reconciled daily bank statements
- Processed direct debit and credit card transactions, addressing payment dishonours to ensure accurate account management
- Completed daily cash receipting and credit/debit balance reporting
- Processed premium refunds, claim payments and write-offs
- Investigated transaction errors and resolved account discrepancies, enhancing financial accuracy and integrity
- Managed correspondence for arrears and debt collection, facilitating timely resolution and maintaining account status
- Processed general email requests and maintained accurate records
- Completed weekly and monthly reporting and audit checks
- Processed account enquiries and daily banking for Life Insurance policies
- Downloaded and reconciled daily bank statements
- Processed direct debit, credit card transactions and payment dishonours
- Completed daily cash receipting and credit/debit balance reporting
- Processed premium refunds, claim payments and write-offs
- Investigated transaction errors and resolved account discrepancies
- Managed arrears and debt collection correspondence
- Processed general email requests and maintained accurate records
- Completed weekly and monthly reporting and audit checks
New Business Administrator
Tower Life Insurance
, Auckland
11.2009 - 07.2012
- Responded to adviser enquiries regarding application status relating to pending applications
- Processed requirements for new business and group risk insurance policies
- Followed up medical requirements with doctors and advisers in accordance with underwriting guidelines
- Ensured new business was accurately entered into relevant systems
- Managed policy change correspondence and underwriting requirements
- Upheld high service standards while consistently achieving quality targets
- Created and distributed policy documentation to customers and advisers
- Processed Health and Life Insurance applications
- Responded to adviser enquiries regarding application status relating to pending applications
- Followed up on medical requirements with doctors and advisers according to underwriting guidelines
- Followed up medical requirements with doctors and advisers in accordance with underwriting guidelines
- Managed policy change correspondence and underwriting requirements
- Managed policy change correspondence and underwriting requirements
- Upheld high service standards while consistently achieving quality targets
- Maintained high service standards and consistently met quality targets
- Processed Health and Life Insurance applications
Retail Investments Consultant
Fisher Funds (formerly Tower Managed Funds)
, Wellington
11.2008 - 11.2009
- Processed surrenders, maturities, and death claims to ensure timely resolution for clients.
- Processed premium adjustments and refunds
- Managed direct debit arrangements and policy ownership changes
- Processed lapsed policies, payment changes and policy cancellations
- Provided policy information to clients, advisers and solicitors
- Investigated premium arrears and maintained policy records
- Prepared regular reports and audit-related information
- Managed client correspondence and policy documentation
- Processed surrenders, maturities and death claims.
- Processed premium adjustments and refunds
- Managed direct debit arrangements and policy ownership changes
- Processed lapsed policies, payment changes and policy cancellations
- Provided policy information to clients, advisers and solicitors
- Investigated premium arrears and maintained policy records
- Prepared regular reports and audit-related information
- Managed client correspondence and policy documentation
Policy Administrator
Tower Life Insurance
, Auckland
07.2007 - 11.2008
- Processed benefit changes, policy alterations, reinstatements, and cancellations to ensure accurate policy management
- Processed new and increased business for existing clients
- Prepared and issued policy documentation to clients
- Cultivated strong working relationships with key advisers to enhance collaboration and service delivery
- Examined adviser commission payments to identify discrepancies and maintain financial integrity.
- Completed monthly audits and pre-renewal reports
- Prepared Life and Health Insurance quotes for clients and advisers
- Assisted Quality Assurance with correspondence formats and processes
- Developed training materials and trained staff to improve team knowledge and operational efficiency
- Maintained consistent achievement of quality targets through diligent work and attention to detail.
- Processed benefit changes, policy alterations, reinstatements and cancellations
- Processed new and increased business for existing clients
- Prepared and issued policy documentation to clients
- Maintained strong working relationships with key advisers
- Investigated adviser commission payments
- Completed monthly audits and pre-renewal reports
- Prepared Life and Health Insurance quotes for clients and advisers
- Assisted Quality Assurance with correspondence formats and processes
- Prepared training materials and trained staff
- Consistently met quality targets
Receptionist / Service Administrator
Fire Security Services Ltd
, Auckland
11.2006 - 07.2007
- Handled inbound customer calls, managed service quotations, processed timesheets, and provided administrative support to ensure smooth office operations.
Data Entry / Service Dispatcher
ADT Security
, Auckland
12.2004 - 11.2006
- Coordinated technicians across multiple New Zealand locations, scheduled customer appointments, managed job priorities, processed job sheets and invoices, and ordered equipment while liaising with technicians, branches, suppliers, and customers to ensure timely service delivery.
Telesales & Service Representative
National Bank
, Auckland
06.2004 - 11.2004
- Inbound customer service, telephone and internet banking sales, account opening, cross-selling, banking enquiries, ATM/EFTPOS claims and transaction support.
Inbound Telesales & Services Operator
State IAG Limited
, Auckland
09.2001 - 01.2004
- Inbound insurance sales and service, policy setup, customer complaints, claims and underwriting liaison, account reconciliation and cross-selling.
Merchant Service Operator
EFTPOS NZ Limited
, Wellington
01.2001 - 08.2001
- EFTPOS technical support, merchant enquiries, transaction disputes, account updates and reconciliation.
Customer Service Operator
ANZ Bank
, Wellington
07.1999 - 07.2000
- Telephone banking, account opening, customer service, transaction enquiries, dispute resolution and banking product sales.
Education
Kiwihost Customer Service Certificate - Introduction to Hospitality and Tourism
Massey University Wellington
Wellington, NZ01-1998
Skills
- Client relationship management
- Financial Administration
- Data Entry & Record Management
- Account Management
- Client onboarding
- Policy documentation
- Transaction processing
- Call management
- Insurance quoting
- Customer relationship management
- Revenue growth strategies
- Cross-selling techniques
- Problem solving
- Effective communication
- Relationship building
- Time management
- Attention to detail
- Customer focus
- Account updating
- Complaint handling
- Refunds processing
- Call center experience
- Inbound phone calls
- Customer account updates
- Professional phone voice
Personal Information
Title: Customer Service | Client Support | Insurance & Financial Services
Certification
Customer Service Certificate, Certificate in Introduction to Hospitality and Tourism
Timeline
Broker Support Agent
Bizcover
07.2025 - 09.2026
Member Support Adviser
MAS (Medical Assurance Society)
08.2024 - 06.2025
Associate Client Relationship Manager
TMNZ (Tax Management New Zealand)
11.2022 - 07.2024
Client Care Specialist / Client Support
TMNZ (Tax Management New Zealand)
03.2019 - 11.2022
Adviser Support
Southern Cross Health Society
09.2014 - 10.2018
Broker Support / Client Administrator
Crombie Lockwood
03.2014 - 09.2014
Accounts Payable / MIMO Administrator (Money In/Money Out)
Fidelity Life Insurance (formerly Tower Life)
07.2012 - 10.2013
New Business Administrator
Tower Life Insurance
11.2009 - 07.2012
Retail Investments Consultant
Fisher Funds (formerly Tower Managed Funds)
11.2008 - 11.2009
Policy Administrator
Tower Life Insurance
07.2007 - 11.2008
Receptionist / Service Administrator
Fire Security Services Ltd
11.2006 - 07.2007
Data Entry / Service Dispatcher
ADT Security
12.2004 - 11.2006
Telesales & Service Representative
National Bank
06.2004 - 11.2004
Inbound Telesales & Services Operator
State IAG Limited
09.2001 - 01.2004
Merchant Service Operator
EFTPOS NZ Limited
01.2001 - 08.2001
Customer Service Operator
ANZ Bank
07.1999 - 07.2000
Kiwihost Customer Service Certificate - Introduction to Hospitality and Tourism
Massey University Wellington