Jacob Renwick
Ottawa,ON
Summary
Accomplished professional with a solid track record at IAG in stakeholder engagement and data analysis. Expertise in enhancing customer satisfaction through strategic problem-solving and effective leadership. Notable achievements include implementing KPIs that significantly improved team performance and compliance. Dedicated to providing exceptional service while adapting to diverse challenges and environments.
Overview
17
17
years of professional experience
Work History
Lead - Property Claims Operations
IAG
Brisbane, QLD
03.2022 - 08.2025
- Developed strong relationships with stakeholders to ensure successful initiative implementation.
- Managed resources to achieve budgeted outcomes in claim costs and expenses.
- Implemented KPIs to monitor team performance and accountability.
- Researched and applied relevant policy sections, ensuring compliance with legal provisions.
- Forecasted key performance timelines and communicated potential roadblocks and solutions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Facilitated cross-functional collaboration to align improvement initiatives across teams.
- Drove adherence to workplace health, safety standards, and recorded regulatory breaches.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Specialist - Customer Experience
IAG
Brisbane, QLD
02.2019 - 03.2022
- Utilized data analytic tools to extract insights on customer behavior and preferences.
- Analyzed data trends to inform strategic decisions and improve operations.
- Collaborated with colleagues to enhance customer experience and identify project obstacles.
- Tracked and documented key performance indicators related to customer satisfaction and retention.
- Ensured interactions adhered to customer-centric values and financial product knowledge.
- Maintained awareness of Australian financial regulations and industry best practices for compliance.
- Clarified complex financial concepts, laws, and reforms for customers in accessible terms.
- Resolved customer complaints effectively by addressing pain points in the customer journey.
- Participated in ongoing training and compliance activities.
- Provided technical support for customers in resolving complex issues.
- Researched and analyzed customer feedback to identify areas of improvement.
Claims Consultant
IAG
Brisbane, QLD
01.2018 - 12.2018
- Streamlined property insurance claims management to deliver timely resolutions and ensure compliance.
- Provided trauma-informed customer service, effectively supporting policyholders during challenging times.
- Facilitated strong interdepartmental collaboration to enhance operational efficiency.
- Evaluated claims for accuracy and compliance with company policies.
- Assisted team members with technical queries and handled process escalations promptly.
- Advised customers on coverage options and claim procedures effectively.
- Conducted thorough investigations to determine claim validity and prevent fraud.
- Assisted in training new staff on claims assessment processes and tools.
- Maintained detailed records of all claims interactions and resolutions accurately.
- Monitored changes in legislation that could affect existing policies or procedures related to claims handling processes.
- Resolved customer inquiries promptly while ensuring compliance with applicable laws and regulations governing the insurance industry.
Event Coordinator
Ronald McDonald House Charity
Brisbane, QLD
08.2013 - 05.2016
Chief Petty Officer
Australian Navy Cadets
Brisbane, QLD
06.2008 - 02.2013
Education
Diploma - Human Resources Management & Services
TAFE Queensland
Brisbane, QLD12.2018
High School Diploma -
Victoria Point State High
Redlands12.2015
Certificate III - Retail Operations
TAFE Queensland
MEGT12.2014
Skills
- Accountability
- Communication skills
- Conflict resolution
- Cultural sensitivity
- Customer-centric approach
- Data analysis
- Documentation practices
- Development and mentoring
- Empathy
- Leadership abilities
- Negotiation skills
- Planning and prioritization
- Problem solving
- Project management
- Regulatory compliance awareness
- Risk management strategies
- Stakeholder engagement
- Technology proficiency
References
References available upon request.
Timeline
Lead - Property Claims Operations
IAG
03.2022 - 08.2025
Specialist - Customer Experience
IAG
02.2019 - 03.2022
Claims Consultant
IAG
01.2018 - 12.2018
Event Coordinator
Ronald McDonald House Charity
08.2013 - 05.2016
Chief Petty Officer
Australian Navy Cadets
06.2008 - 02.2013
Diploma - Human Resources Management & Services
TAFE Queensland
High School Diploma -
Victoria Point State High
Certificate III - Retail Operations
TAFE Queensland