Overview
Work history
Education
Skills
Certification
Timeline
Generic
Rachel Callaghan

Rachel Callaghan

Navan,Meath

Overview

21
21
years of professional experience
1
1
Certification

Work history

Senior Claims Assistant

Liberty Mutual
Dublin, Ireland
06.2021 - Current
  • Handled all claims and communications within established service level agreements.
  • Escalated critical claims or complex situations to supervisor for review.
  • Kept clients well-informed of claim updates and case progress.
  • Recorded detailed, accurate claim particulars for reliable case notes.
  • Achieved positive claim outcomes through careful case management.
  • Determined insurance cover level and relevance for accurate claim assessments.
  • Completed general claims administration, reviewing and distributing legal and evidentiary documentation.
  • Gathered, recorded, and distributed complete documentary evidence.
  • Maintained detailed administration and office procedures to improve accuracy and efficiency.
  • Provided claims advice to clients, managing expectations, and explaining claims processing timelines.
  • Maintained strict confidentiality when dealing with sensitive client information, ensuring staff members followed suit.
  • Built and managed effective internal and external relationships with all involved parties.
  • Created and maintained positive customer experiences, leading junior team members by example.
  • Compiled detailed lists and analyses of claimants' personal property.
  • Mentored and trained new team members.
  • Participated in ongoing projects to aid in continuous improvement.
  • Managed team huddles in supervisor's absence.

Senior Administration - Claims & Policy Servicing

Utmost
Navan, Co Meath
03.2017 - 06.2021
  • Peer review/final checking of claims, before they can be progressed to payment stage. Ensuring AML guidelines and procedures have been adhered to.
  • Authorising Claim payments on our banking system.
  • Processing Partial and Full Unit Linked and Portfolio Bond Claim requests.
  • Processing GPE Claim requests.
  • Preparing Claim Packs for AML review.
  • Liaising with Brokers, Clients & Trustees in relation to outstanding requirements.
  • Maintaining positive relationships with other teams.
  • Managing Customer Care Calls
  • Compiling monthly claims statistics report for Actuarial Team
  • Reviewing and authorising monthly reconciliations
  • Daily trade reports completed
  • Prepping documentation for audit
  • Assisting senior management with project work
  • Completing final review checks on workflow system Enate
  • Processing bulk payments on a monthly basis for Trust Fees
  • Processing bulk payments on monthly basis for Clients regular withdrawal requests.
  • Managing various team mailboxes and queues in workflow system
  • Adapting our work flow and systems to enable our team to work from home seamlessly
  • Ongoing testing of workflow systems
  • I have become a member of the Culture Team and I have volunteered for the Time to Read Programme.
  • I have also trained as a Mental Health First Aider. I am also the point of contact for my colleagues with regards to the dignity in the workplace policy.

Loan Analyst - NAMA Master Servicing Team

Capita Asset Services
Maynooth, Co Kildare
08.2016 - 03.2017
  • Created and maintained precise and accurate models, charts and reports.
  • Consolidated financial data and materials for key leadership meetings.
  • Developed, produced and analysed financial statements.
  • Responsible for Data Management, Validation and integrity of all related portfolios
  • Ensure in house systems accurately reflect the position of the loans
  • Preparation and timely distribution of reports to clients at pre agreed intervals
  • Assisting in cash management and reporting process
  • Nominated as the Process Excellence Representative for the team.

AML Specialist/Team Leader - Homeloans

Bankwest
Perth, Australia
02.2011 - 12.2015
  • Promoted to Process expert/AML specialist
  • Promoted to Team Leader of the Loan Maintenance /First Home Owner Grant Team.
  • Conducting reviews and signing off of cases before funds are disbursed and loan accounts are opened.
  • Advising existing Team Members and new starters of AML changes and further requirements.
  • Creating training plans for existing Team Members and new starters and implementing plans when required.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Reviewed and edited loan agreements to ensure accuracy.
  • Maintained strict confidentiality of bank records and client information.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Maintained current loan and pricing information on the online banking website.
  • Submitted loan applications to the credit managers for verification and recommendations.
  • Liaised with brokers and settlement agents
  • Ordered Certificate's of titles and ordered valuations
  • Maintained friendly and professional customer interactions.
  • Complaint Handling

Payments Administrator

KBC Bank
Sandwith Street, Dublin 2
09.2006 - 01.2011
  • Responsible for accurate input of daily payments
  • Adhering to strict currency cut off times
  • Ensuring all SWIFT messages are processed accordingly
  • Filing treasury payments and messages to comply with continuous audit
  • Ensuring all payments are in compliance with Banks policies
  • Working closely with payments manager to ensure all clients payment instructions are timely and correctly processed
  • Ensure all direct debits are processed
  • Interacted with customers professionally by phone, email and in-person to deliver accurate service information.

Bank Teller / Cashier

Bank of Ireland
Kells, Co Meath
05.2006 - 09.2006
  • Process debit, credit or cash transactions as well as other forms of payments within the bank
  • Review cash accounts on a daily basis
  • Supply customers with relevant information on products and services within the bank
  • List all promotions and relay them to customers
  • Manage an extensive report on daily, weekly and monthly transactions
  • Assisting customers with queries

Client Services

Citilife Financial
Dublin 1
09.2005 - 05.2006
  • Administration and clerical work such as handling email, phone calls and compiling statistics for Management review.
  • Dealing with customer services queries/complaints liaising with other departments to resolve issues.
  • Process all customer related queries and requests in a timely and consistent manner
  • Ensuring a high level of accuracy at all times
  • Collating documents for AML review

Processor - Currency Services Department

AIB Bank
Ballsbridge, Dublin 4
04.2004 - 08.2005
  • Worked as part of a team to ensure stringent SLAs are achieved
  • Processed customers lodgements and orders
  • Assisted the team in addressing internal and external customer queries and issues
  • Preparing Cash for the ATM and Branch Network
  • Detecting errors and forgeries
  • Preparing foreign cash orders from branches

Education

Certificate in Insurance Practice - In progress -

Insurance Institute of Ireland
Dublin

Skills

  • Goal-orientated
  • Self-sufficient
  • Positive attitude
  • People-orientated
  • Flexible
  • Excellent work ethic
  • Excellent time management
  • Dedicated team player
  • Extensive vocabulary
  • Articulate and well-spoken
  • Professional and mature
  • Superior organisation skills
  • Practices due diligence
  • Strong interpersonal skills

Certification

Certificate from The College of Progressive Education in Special Needs Assistant Training

Timeline

Senior Claims Assistant

Liberty Mutual
06.2021 - Current

Senior Administration - Claims & Policy Servicing

Utmost
03.2017 - 06.2021

Loan Analyst - NAMA Master Servicing Team

Capita Asset Services
08.2016 - 03.2017

AML Specialist/Team Leader - Homeloans

Bankwest
02.2011 - 12.2015

Payments Administrator

KBC Bank
09.2006 - 01.2011

Bank Teller / Cashier

Bank of Ireland
05.2006 - 09.2006

Client Services

Citilife Financial
09.2005 - 05.2006

Processor - Currency Services Department

AIB Bank
04.2004 - 08.2005

Certificate in Insurance Practice - In progress -

Insurance Institute of Ireland

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