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Paul Rinkauskas

Claims Analyst (Motor) - Operational Motor Claims

Work experience

Jun 2016present

Claims (Motor) Analyst

RSA - Motor Claims

Achievements

Key advocate for "Communicating Clearly with Data", ensuring the message given is clear and tells the story

Lead SME for Subrogation portal project.
Finalist for Halifax Shining Stars as technical master

Key Responsibilities

  • Working with Relationship Managers to deals are adhering to contract
  • Providing insight into the business for areas of improvement to ensure  performance improvement
  • Providing Key MI to stakeholders and Business Partners to aid recovery of debt
  • Data and SME for Subrogation portal, including data interrogation and the ONLY MI analyst for the portal.
Aug 2013Jun 2016

Customer Insight Analyst/Customer Experience Leader

RSA

Achievements

  • Nominated for both Local Shining Stars award and national Platinum Awards.

Key Responsibilities

  • Liaising with senior management to obtain a consistent approach to MI reporting.
  • Ensuring a smooth connection between different teams and levels
  • AD-hoc MI queries and Excel/VBA requirements
  • Using SQL to build reports to assist in delivery of KPI
  • Spotting trends in workflow and volume to assist in work management
  • Mapping a go forward way of working in a constantly changing environment
  • Producing and maintaining user forms in excel and access for data collection.  (Trackers)
  • Produce and analyse MI for senior stakeholders to assist with capacity planning
  • Aid in the delivery of savings and reduce future spend.
  • Track workflow through different department and spot gaps
  • Mapping future tasks and claim position based on previous trends
  • Producing a daily dashboard showing outstanding positions
  • MI Suite showing all targets for different teams and handlers split by unit, team and individual level.
  • Aiding Departmental leaders with Weekly bullets to Senior stakeholders
  • Dealing with customer feedback with a view to changing processes
  • Dealing with customer complaints in line with FCA guidelines
  • Managing a team to improve customer experience
  • Provide insightful and engaging insight to customers views
Jun 2012Aug 2013

Household Claims Adviser

RSA

Achievements

  • Being asked to work on a pilot in assisting Loss Adjuster claims on an office basis following home visit.

Key Responsibilities

  • Setting up of new claims.
  • Ensuring claims are handled in accordance with policy terms and conditions
  • Highlighting potential fraud cases
  • Highlighting possible recovery claims
  • Assist customers in claims and related queries.
  • Providing assistance through our systems to aid a better claims service
Nov 2010Jun 2012

Total Loss Support

RSA

Achievements

  • Given 100% cheque submission meaning no cheques needed to be checked prior to being released

Key Responsibilities

  • Supporting customers through the Total Loss process
  • Issuing payments in accordance with financial license
  • Resolving salvage queries
Oct 2009Oct 2010

EL/PL Claims Adjuster / Support

QBE

Achievements

  • Being asked to produce MI reports for brokers
  • Basic low level claims handling. 

 Key Responsibilities

  • Setting up of new claims.
  • Deal with broker queries and complaints
  • MI reporting to brokers
  • Work within SLA’s
Jun 2008Jun 2009

Travel Claims Adjuster

UK Underwriting/Direct Group

Achievements

  • Being selected to help the transfer of a claims team from Norwich to Leeds
  • Building a claims “hand book” to make the job easier for all.

 Key Responsibilities

  • Ensuring claims are handled in accordance with policy terms and conditions
  • Highlighting potential fraud cases
  • Highlighting possible recovery claims
  • Assist customers in claims and related queries.
Jun 2004Feb 2008

Household Claims Adviser

Norwich Union

Achievements

  • Within 18 months, became a competent complaints handler
  • Identified many potential fraud claims and reached my target in both notified fraud and fraud successes
  • First aider for the office
  • Became Supplier Co-ordinator Assistant

 Key Responsibilities

  • Meeting both personal and team targets
  • Customer service (i.e. telephone, written and email queries)
  • Ensuring there are no significant breaches of Financial Services Authority guidelines
  • Achieving a minimum of 2% notified claims are recovered
  • Preventing any potential supplier blockages.
May 2007Oct 2007

Subject Matter Expert (Secondment)

Norwich Union

Achievements

  • Being selected from the entire unit as a person with excellent business knowledge and systems with a keen eye for detail.
  • Lead SME for Claims in the Claims systems change
  • Lead Supply Chain referral in change of supplier across site

 

Key Responsibilities

  • Aiding the system builders understand the needs of the customer and claims handler.
  • Ensuring a unique claims experience once system is built
  • Building a system which will lower claims cost and increase savings.
  • Liaising with high level managers to aid with their overall business plan
  • Reviewing and making business decisions which will affect every location within NUI.
  • Working within a tight deadline to make sure delays are not experienced in the release of the system.
  • Scripting and testing the system to ensure the defects are spotted and removed as soon as possible increase the experience for handlers.

Skills

9
Deadlines

Working to tight deadlines with multiple jobs

8
Telling the Story

The building of clear and directive information to lead change discussions

7
Relationship and Stakeholder Management

Building and maintaining Key Relationships, both internally and externally.

9
Claims Experience

Worked across Travel, Personal Motor, Commercial Motor, EL/PL.