Maureen McKinney
Montrose
Summary
Highly skilled professional with extensive expertise in spreadsheet use, communication proficiency, and claim processing techniques. Demonstrates exceptional client relationship management, patience, tolerance, and stress resilience. Adept in claims investigation, data analysis, legal terminology understanding, and time management expertise. Possesses technical insurance knowledge, responsive listening abilities, and a strong respect for client confidentiality. Knowledgeable in regulatory compliance and insurance contracts with a clear communication style and strong work ethic. Committed to customer service excellence, fraud prevention, report-writing accuracy, computer literacy, and attention to detail.
Excellent telephone manner: clear, calm and professional with 30 years of experience communicatıng effectively with customers, even in hıgh pressure or emotionally sensitive situations
Overview
30
30
years of professional experience
6
6
years of post-secondary education
Work history
Senior Claims Advisor
Aviva Insurance
Perth, Scotland
04.1991 - 05.2019
- Drafted detailed reports about each case handled, increased transparency.
- Ensured regulatory compliance whilst dealing with customers' insurance claims.
- Processed customer claims, provided efficient service.
- Adhered strictly to data protection laws whilst handling sensitive client information.
- Improved client retention by providing excellent customer service during the claim process.
- Educated clients on their coverages and claim processes for better understanding.
- Exhibited strong negotiation skills when settling contentious cases, achieved fair outcomes.
- Provided exemplary service to clients by handling their claims professionally.
- Maintained up-to-date knowledge of industry trends to provide accurate information to clients.
- Facilitated communication between parties involved in the claim to expedite resolution.
- Collaborated with other departments for seamless claim management.
- Interpreted complex policy documents for precise claim evaluation.
- Assured customer satisfaction by processing claims in a timely manner.
- Liaised with underwriters and policyholders for claim resolution.
- Managed complex cases, resolved disputes successfully.
- Provided support through the entire claim lifecycle resulting in high client satisfaction rates.
- Resolved escalated issues with strategic problem-solving techniques.
- Conducted investigations to validate insurance claims accurately.
- Displayed patience and empathy towards distressed clients during difficult times.
- Utilised company database tools proficiently for tracking and managing claims efficiently.
- Liaised with external parties, such as agents, loss adjusters, Contractor's and Banks to facilitate resolution of complex claims.
- Trained junior advisors in customer service best practice.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Kept clients well-informed of claim updates and case progress.
Dental Lab Assistant
BDG Ceramics
Dundee, Scotland
08.1989 - 04.1991
- Carried out routine housekeeping tasks to maintain safe, clean, uncluttered work environment.
- My main job was to make plaster cast models from mouth impressions for dental technicians to work on
Sign Maker
Ogilvie Signs and Engraving
Dundee , Scotland
08.1989 - 04.1991
- Mastered use of vinyl plotter for intricate designs enhancing technical proficiency.
- Prioritised client satisfaction through meticulous attention to detail in every project undertaken.
- Conducted thorough quality checks on finished products, ensuring precision and accuracy.
- Demonstrated a high level of proficiency in the use of vinyl
- Produced flat-cut and shadowed lettering for vinyl signs and window applications.
- Developed design, strategy and specifications for traffic signs, billboards and business signs.
Education
Scottish Qualifications Certificate - Secondary School
Harris Academy
Dundee Scotland 08.1980 - 06.1986
Skills
- Spreadsheet use
- Communication proficiency
- Claim processing techniques
- Client relationship
- Patience and tolerance
- Stress resilience
- Claims investigation
- Data analysis expertise
- Understanding of legal terminology
- Time management expertise
- Technical insurance knowledge
- Responsive listening
- Knowledge of regulatory compliance
- Client confidentiality respect
- Knowledge of insurance contracts
- Claims investigation methodologies
- Clear communication
- Strong work ethic
- Customer Service
- Data analysis
- Fraud prevention
- Report-writing
- Computer literate
- Attention to Detail
Affiliations
- I have a dog and love taking him for long walks
- I am a keen crafter and enjoy crochet
- I have many friends and enjoy socialising with them
- I also enjoy reading
Accomplishments
During my time working with Aviva i started at Claim Advisor Level and worked up to Senior Claims Advisor often assisting my Team Manager in her position also, attending Manager meetings and overseeing my team in my managers absence
Timeline
Senior Claims Advisor
Aviva Insurance
04.1991 - 05.2019
Dental Lab Assistant
BDG Ceramics
08.1989 - 04.1991
Sign Maker
Ogilvie Signs and Engraving
08.1989 - 04.1991
Scottish Qualifications Certificate - Secondary School
Harris Academy
08.1980 - 06.1986