Yamini Katraj

Certified claims administration and insurance professional with over 10 years of international customer service and operations experience with industry leaders. Focused on driving cross-functional process effectiveness, service excellence and operational efficiencies in fast-paced environments. 

Claims Specialist, QBE, New Zealand – Sep to Dec 2022

• Performed tasks related to claims handling and management
• Provided professional claims consultation and best practice guidance to mitigate risks across the organization
• Escalated files with significant indemnity exposure to manager for further investigation 
• Developed cost containment techniques to reduce overall claim costs
• Championed administrative tasks, such as communication, mail distribution, and document scanning to ensure accuracy
• Analyzed information gathered by investigation and reported findings and recommendations
• Understood dispute requirements, gathered evidence, and prepared customer cases to handle appeals without errors
• Conducted day-to-day administrative tasks to maintain information files and process paperwork up to date
• Collaborated with legal counsel to develop and implement claims policies and best practices aligned with governing laws

Senior Claims Specialist - IAG, New Zealand – Oct 2021 to Sep 2022

• Conducted thorough investigations of complex claims, resulting in a 20% increase in successful claims outcomes.
• Effectively handled and resolved escalated customer complaints, resulting in a 30% decrease in escalations in the first quarter.
• Collaborated with legal and compliance teams to ensure regulatory compliance and adherence to company policies during disputes resolution.
• Developed and implemented new dispute resolution strategies, resulting in a 25% reduction in resolution time and improved customer satisfaction.
• Conducted regular training sessions for claims team members on best practices for handling escalated cases and disputes, resulting in an increase in team productivity and efficiency.
• Accompanied clients to small claims court to provide support and resolve disputes, resulting in successful outcomes for all parties involved.
• Generated a total of $500,000 in cost savings through identification and prevention of fraudulent claims.
• Acted as a mentor to new team members, resulting in a 25% reduction in training time for new hires.

Claims Associate - IAG, New Zealand – Aug 2016 to Oct 2021 

• Demonstrated sound knowledge of a wide range of policies, including commercial and domestic policies such as Home, Contents, Vehicles, and Boat insurance. Effectively communicated policy details to customers and provided guidance on claims processes.
• Achieved an average customer satisfaction rating of 95% through effective communication and prompt resolution of claims.
• Successfully processed an average of 75 claims per week while maintaining a high level of accuracy and attention to detail.
• Analysed claims to determine the extent of the company’s liability and negotiated settlements with clients.
• Contributed to the development and implementation of new claims processing systems and procedures to improve efficiency and accuracy.
• Provided guidance and support to new claims associates, helping to develop their skills and knowledge of claims management.

Portfolio Collections Manager (Banking and Finance),Baycorp (NZ) Limited, Auckland, New Zealand – March 2016 to Aug 2016

• Managed a portfolio of accounts for debt recovery, achieving a 15% reduction in outstanding debts within the first 3 months.
• Implemented a new collections process, resulting in a 10% increase in successful collections and reducing the average collection time by 20 days.
• Monitored portfolio performance and identified areas of improvement, implementing changes to achieve better outcomes.
• Developed and presented reports on portfolio accounts and collection metrics to senior management.
• Collaborated with legal counsel to initiate legal proceedings against borrowers who were in default on their mortgage loans, resulting in successful resolutions for 80% of cases.
• Cultivated strong relationships with customers to facilitate timely payments and resolve account issues.
• Ensured compliance with relevant laws, regulations, and best practices pertaining to customer account management.

Debt Collections Officer, Baycorp (NZ) Limited, Auckland, New Zealand – Nov 2015 to March 2016

• Managed a portfolio of delinquent accounts, consistently meeting or exceeding collection targets.
• Negotiated payment arrangements with customers who were experiencing financial hardship, demonstrating empathy and professionalism.
• Developed and maintained positive relationships with customers, acting as a liaison between them and the company to resolve any issues and address their concerns.
• Conducted thorough investigations to locate customers and verify their contact information, resulting in a significant increase in successful collections.
• Collaborated with legal teams to initiate legal action against customers who failed to respond to collection efforts.
• Maintained daily, weekly, and monthly collection and metric goals.

Customer Retention Specialist, Sky Television Network Ltd., Auckland, New Zealand –Feb 2014 to Jan 2015

• Reduced process inconsistencies and effectively trained team members on best practices and protocols
• Retained customers by addressing their concerns and providing solutions.
• Developed and executed retention strategies to reduce customer churn rate.
• Maintained customer satisfaction and exceeded retention targets.

Technical Support, Sky Television Network Ltd., Auckland, New Zealand –Jan 2013 to Feb 2014

• Provided technical support to customers via phone and email.
• Troubleshoot technical issues and resolved them efficiently.
• Maintained a high level of customer satisfaction and retention rate.

Customer Service Representative, Sky Television Network Ltd., Auckland, New Zealand –May 2012 to Jan 2013

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Resolved billing and technical issues and maintained customer satisfaction.
• Increased revenue by cross-selling and upselling products and services
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.             

Bachelor of Science in Biotechnology – Osmania University, Hyderabad, India – 2008

Business Management Diploma – Auckland Wise Institute, Auckland CBD, New Zealand – 2011

General Claims Handling Certification – The Australian and New Zealand Institute of Insurance and Finance (ANZIIF) – 2017