Stephanie Ross-Hart
Glasgow
Summary
Experienced professional with extensive knowledge of insurance products, motor laws, and specialised insurance software. Demonstrates exceptional skills in empathetic understanding, customer relationship building, and professional judgement to effectively handle complaints and detect fraud. Adept at delivering tailored solutions while maintaining compliance with industry standards. Committed to fostering trust and ensuring client satisfaction through strategic problem-solving and meticulous attention to detail.
Overview
7
7
years of professional experience
Work history
Motor claims adjuster
Aviva
Glasgow, Glasgow City
2024.02 - Current
- Utilised industry software for effective case management.
- Streamlined processes by maintaining organised workflow and documentation.
- Collaborated with investigators to uncover fraudulent claims.
- Facilitated communication between parties involved in accidents, fostering understanding and cooperation.
- Prioritised workload effectively managing time-sensitive tasks.
- Managed high volume of motor claims daily, ensuring efficient resolution.
- Analysed accident details accurately determining liability.
- Conducted regular reviews of ongoing cases ensuring progress towards resolution.
- Ensured compliance with regulatory requirements throughout all stages of the claims process.
- Communicated professionally with clients maintaining customer satisfaction during stressful times.
- Adhered strictly to data protection protocols safeguarding sensitive information.
Complaints handler
Direct Line
Glasgow, Glasgow City
2022.06 - 2024.01
- Improved customer relations by promptly addressing and resolving complaints.
- Managed large volumes of calls to handle client complaints effectively.
- Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
- Collaborated with stakeholders to accurately resolve disputes within specified timeframe.
- Escalated serious cases to higher management for immediate action.
- Assured satisfaction by providing professional and empathetic responses to customers' concerns.
- Liaised with different departments for effective resolution of customer issues.
- Streamlined complaint procedures, enhancing efficiency in handling grievances.
- Adhered strictly to regulatory guidelines during all stages of complaint processing.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
Claims handler travel
Aviva
Glasgow, Glasgow City
2019.02 - 2022.02
- Collaborated closely with underwriters to ensure accurate risk assessment on new policies.
- Liaised with legal teams for effective claim settlement.
- Resolved numerous claim disputes, promoting a fair outcome for all parties involved.
- Mitigated potential losses by identifying and reporting fraudulent activity promptly.
- Facilitated smooth workflow by coordinating tasks within the team effectively.
- Maintained high levels of accuracy whilst reviewing and validating claims documentation.
- Handled sensitive client information, maintaining confidentiality at all times.
Skills
- Insurance products knowledge
- Knowledge of motor laws
- Knowledge of insurance software
- Empathetic understanding
- Customer relationship building
- Professional judgement
- Complaint handling
- Fraud detection
Affiliations
- I love animals and helping them. I enjoy taking my nieces out to the beach and spending time with them.
Accomplishments
When i was at direct line, i won the group chief exec aware of my contribution during covid.
Timeline
Motor claims adjuster
Aviva
2024.02 - Current
Complaints handler
Direct Line
2022.06 - 2024.01
Claims handler travel
Aviva
2019.02 - 2022.02