1. Resume of Louise MCARTHUR
Contact Details
7 Orpington Cres
Marshall 3216
0352 226751 (work)
0415 426 243
louisemc80@hotmail.com
louise.mcarthur@qbe.com
Summary
I am a hard working person who enjoys being in the Insurance Industry. I enjoy the diversity
and challenges of being a Case Manager in Worker’s Compensation. I am customer
focussed. I aim to exceed my own and my employer's expectations. A team player, I have
been involved in many activities to improve team morale.
My greatest achievement is to work full time while being a single parent. I look forward to
my next work challenge
Professional Experience
JULY 2013 to PRESENT
CURRENT POSITION – CASE MANAGER. QBE INSURANCE. VICTORIAN
WORKER”S COMPENSATION.
RESPONSITILITIES INCLUDE
 Managing a portfolio of 120 injured workers in the 130 week plus long tail
team.
 Provide 10/10 customer service to key stake holders. Employers, Providers and
Injured workers.
 To meet the required KPIs for my role.
 Engage in first call solution.
 To handle difficult calls including self harm calls.
 Manage claims in accordance with Worksafe’s guidelines.
 The management of treatment requests including surgical requests and
psychiatric admissions.
 Assist injured workers to return to work options.
 Assess for any fraudulent activities.
 Train and develop new staff.
 Attend and participate in General Practitioner Case Conferences.
 Systems used are Novus, AWD, Acction, Excel, Word Microsoft.

2. Other activities.
 Active member of the Geelong Social Club Committee.
 Have organised charity events such as Australia’s Biggest Morning tea.
 Personal understanding of NDIA
AUGUST 2007 to JULY 2013
CURRENT POSITION – UNDERWRITER.
RESPONSIBITIES INCLUDE:
 To underwrite new business within my authority for the following classes:
Commercial (including trade and office), Fleet, Single Commercial Motor, Contract
works, Farm, Broadform Liability and Domestic.
 To underwrite renewals within my authority for the following classes: Business
(Including trade and office), Fleet, Single Commercial Motor, Contract works, Farm,
Broadform Liability and Domestic.
 Meet with management to discuss my monthly goals. Classified by QBE as key
performance indicators. Each month, I exceed the required 25% strike rate for new
business and 91% retainment rate for renewals.
 To discuss and provide detailed referrals including recommendations when risks
exceed my allocated authority.
 Identify risks that need to be written within our placement facility and refer to that
facility
 Answer general inquiries and provide assistance to both Intermediaries and their
PA’s.
 Underwriting and processing of Electronic referrals.
 To arrange surveys and discuss risk improvements with Intermediaries.
 Discuss and assist in solving problems with the credit control, e business and claims
departments.
 Coaching of new staff members.
 Use Word/ Excel, Lotus Notes and QBE’s own system – Evolve.
Other activities
 Have attended QBE’s courses for Commercial, Fleet, Liability and ISR Insurance.
 Received requests from broker to help with the training of staff.
 Active member of the Geelong Social Club Committee.
 Have organised charity events such as Australia’s Biggest Morning tea.
JULY 2003 to AUGUST 2007. QBE INSURANCE. GEELONG OFFICE
POSITION HELD – ASSISTANT UNDERWRITER
Responsibilities included

3.  To underwrite new business within my authority for the following classes:
Commercial (including trade and office), Fleet, Single Commercial Motor, Contract
works, Farm, Broadform Liability and Domestic.
 To underwrite renewals within my authority for the following classes: Business
(Including trade and office), Fleet, Single Commercial Motor, Contract works, Farm,
Broadform Liability and Domestic.
 To discuss and provide detailed referrals including recommendations to Senior
Underwriters when risks exceed my allocated authority.
 Answer general inquiries and provide assistance to both brokers and their PA’s.
 Underwriting and processing of Electronic referrals.
 To arrange surveys and discuss risk improvements with Intermediaries.
 Responsible for some front counter inquiries.
 Responsible for the catering of social events.
APRIL 1999 to JULY 2003. QBE INSURANCE. - MARINE DIVISION. MELBOURNE
OFFICE
POSITION HELD – UNDERWRITER/CREDIT CONTROL.
Responsibilities included
 Working with internal staff and brokers to resolve daily credit control issues.
 Controlling outstanding debtors and unmatched cash within the allowed timeframes.
 Underwriting pleasure craft, marine cargo and transit insurance.
 Processing of pleasure craft, marine cargo and transit insurance.
 Answering general inquiries from Brokers
JANUARY 1999 TO APRIL 1999. HIH INSURANCE. POSITION HELD – SERVICE
OFFICER
Part time temporary position. Employed within the CIC Insurance division. Main
responsibilities were the processing of commercial business.
JANUARY 1996 TO OCTOBER 1998. NZI INSURANCE. POSITION HELD –
UNDERWRITER.
Responsible for the domestic portfolio. Dealt directly with the public. Underwrote new
business, renewals and endorsements.
SEPTEMBER1994 TO JANUARY 1996. CU INSURANCE.
POSITION HELD – CUSTOMERSERVICE OFFICER.
Employed in a service department. Dealt with inquiries from ANZ staff and their customers.
Duties included customer service over the phone, underwriting and processing.
1987 to 1994:
Casual positions held while studying at school and university. These include working at
Coles Supermarket and customer service roles for Telstra, Optus and the Spotless Group.
All required strong customer service skills.
1992-1993 Held volunteer positions at the Victorian Ombudsman’s office and with the
Hanover Association at a shelter for homeless people.
Education

4. 2015: Certificate IV in Personal Injury Management (Claims Management).
2014: Completed Asist Training – Applied Suicide Intervention Skills Training.
2008: Completed my Tier One Certificate of Insurance. . Member of ANZIFF. (Insurance
Industry)
1996 to 2001: Deakin University. Post Graduate of Insurance
Completed five subjects by correspondence. Liability Insurance, Risk Management,
Property Insurance, Reinsurance and the Theory of General Insurance.
1993. University of Melbourne. Post Graduate Diploma of Public Policy. Studied social
policy and economic subjects.
1990-1992. La Trobe University. Bachelor of Arts Degree. Majored in Politics
1984-1989 Oberon High School.
Referees
Mr Todd Friswell
Service Manager
QBE Insurance – Worker’s Compensation
Tel 0352 268740
Mobile: 0418 506 973
Email: todd.friswell@qbe.com
Ms Yvonne Tuddenham
Service Manger
QBE Insurance - Worker’s Compensation
Tel 0352 268748
Email: yvonne.tuddenham@qbe.com
Mr Andrew Gribble
Geelong Branch Manager
Adroit Insurance Group
Tel: 52 447832
Email: andrewg@adroitig.com.au
Mr Sam Godfrey Roberts
Director
Remingtons Insurance Brokers
Tel: 0353 338007
Mobile 0417 388 745