Claims Administrator

4 weeks ago

Melbourne, Victoria, Australia SquareTrade Australia Full time
Overview

Join to apply for the Claims Administrator role at SquareTrade Australia.

We are looking for a customer-experience focused, motivated problem solver to join our fast-growing team. Reporting to the Claims Administrator - Team Leader, you will act as a second line of support for our external Call Centre as a Claims Administrator. The Claims Administration Team handles all non-voice related customer resolutions, including client and customer escalations, case management, product replacement resolutions, and collaboration with Manufacturers to seek alternative repair and replacement remedies. This is a brand new role with growth potential to work directly with our clients and our large repair network.

Location and flexibility: Melbourne, Australia. The ideal candidate would be based in Melbourne and be in the office 2-3 days per week (Tuesdays and Thursdays as a minimum).

What makes this role unique
  • Your work will directly impact the customer experience by providing great resolutions while working strategically with Manufacturers, Retailers and internal teams.
  • Opportunity to gain a deep understanding of the business and bring ideas to improve our Customer Experience.
  • Variety in a fast-paced, entrepreneurial environment.
We\'re looking for someone who
  • Is passionate about delivering high-quality customer service experiences in written and verbal communication.
  • Brings an analytical and empathetic approach to resolving a wide range of issues using conflict resolution, decision making, and problem solving.
  • Is ambitious and willing to go above and beyond to achieve results and motivate others.
  • Has intermediate proficiency in MS Excel and data analysis to support the team in building reports and identifying process improvements.
Key Responsibilities
  • Support our Customer Experience Team / Call Centre partner with escalations and approvals following our Business Rules and Authority Limits, providing timely and accurate responses to escalated customer complaints and disputes.
  • Provide regular updates on Case Management to stakeholders on open Service Requests within agreed Service Levels; obtain updates from Manufacturers and Authorized Repairers on repair status, ETA, and parts availability; make outbound calls as needed to ensure timely communication and progress.
  • Work with Manufacturers to obtain replacement resolutions for faults deemed a Major Failure under the Australian Consumer Law.
  • Maintain an email inbox for all client and customer escalations and respond within agreed Service Levels.
  • Process reimbursement payments for Consequential Loss and other goodwill compensation resolutions.
Qualifications
  • 1-3 years of relevant experience in customer service support, including handling difficult scenarios.
  • Enthusiastic attitude towards technology, retail, and e-commerce sectors.
Company values and additional information
  • Our Core Values: Customer Obsessed; Innovate; Be an Entrepreneur; Make an Impact; People Come First; Integrity.
  • Benefits include: paid volunteer day, monthly allowances for phone/internet, wellness and professional development, access to mental health resources, inclusive hybrid work model with a one-off $750 home office setup allowance, and regular company socials.
  • We are an Equal Employment Opportunity employer promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other status.
Application notes

Thank you for your interest in a career at SquareTrade. Please be mindful of recruitment fraud.


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