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Hyper Care Advisor

3 months ago

Canberra, Australia Suncorp Group Full time

Be part of a newly created team which case manages Motor Claims Customers CEO and regulatory complaints to improve our customer’s outcomes
- Proactively identify and case manage customer motor claims which require support to progress through the assessment and repair phase of the claim journey
- Any location

Preventing & resolving complaints escalations is key to customer satisfaction. In Motor Claims Customers, we are creating a new team to case manage CEO and regulatory complaint determinations, working with customers to reach an outcome, ensuring we fulfill action plans and compliance requirements.

The newly created Hyper Care team will also proactively identify customers claims in the assessment and repair journey who require proactive case management to get them back on the road sooner.

**What you’ll do**
- Centrally case manage Motor Claims Customers AFCA Determinations and CEO Complaints
- Ensure compliance and fulfilment of AFCA action plans
- Support the reduction of frontline complaint auto escalations by identifying complaints which may require intervention and additional support
- Work closely with ICR/ECR to solve complaints, determinations and coordinate responses
- Implement insights and reporting for early detection of claims which may require additional support or intervention
- Proactively identify customers in our claims journey who would benefit or require hyper care case management
- Maintain clear and concise communication with customers, demonstrating empathy and understanding towards all customers

**What you’ll bring**
- Background within Insurance, preferably Motor Claims
- Proven customer relations and complaint management experience (minimum 5 years)

Employee benefits | Suncorp Group

Suncorp Group is all about making a difference for people and in the communities, they call home. Few areas of our business are quite as foundational in making that difference as our Claims teams. They provide support and understanding for customers in some of their most challenging times, while finding outcomes that get their lives back on a healthier, happier path. That takes a special kind of person. Someone who can pick up the ins and outs of insurance processes - and deliver it to customers in a way that feels refreshingly simple. Someone who’s naturally empathetic and finds joy and pride in making a genuine difference - because you’ll be doing that from the moment you start work each day.
- At Suncorp we build inclusion by providing an environment where everyone can be themselves and feel valued, involved and respected for their perspectives and contribution._

**Advertised**: 25 Mar 2024 AUS Eastern Daylight Time
**Applications close**: 07 Apr 2024 AUS Eastern Standard Time