Claims Administration Officer

6 months ago

Perth, Australia Capricorn Full time

**Who are we?**

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- Provide a diverse and inclusive workplace - because we know how important it is for everyone to be treated fairly and with respect.
- Give you flexibility - it's important to recognise we are all unique and need to create work life balance.
- Offer paid parental leave - that supports both parent's leave and their transition back to work.
- Create a fun environment - our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
- Work perks - that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

**Role Purpose**

The Claims Administration Officer is responsible for promptly and effectively lodging claims in accordance with company processes, processing incoming claims correspondence, appointing suppliers as required and dealing with Member enquiries.

**Key Accountabilities**

**Claims processing**
- Receive claim notifications and service enquiries on all claims from Members, risk account managers, third parties and any other external sources.
- Support claims from the initial advice through to finalisations, including setting the correct reserve on the file, reviewing all documentation, appointing service providers, and processing claim payments.
- Assist with following up on requested claim files, adjusting estimates when necessary and keeping the Member and other relevant parties informed of the progress of the claim.

**Customer service**
- Maintain excellent Member and staff relationships by making prompt decisions, maintaining good communication throughout the claim process, and follow through with promises made.
- Action all tasks and queries in a timely manner with adherence to compliance requirements and procedures.
- Receive all inbound phone calls relating to CML and CIS and action the call as relevant.
- Proactively identify, support, and assist Members who need to make a complaint and manage that complaint in line with the risk division complaints procedures and the RG271 internal dispute resolution requirements.

**Capabilities Required**

Skills, Knowledge and Attributes
- Intermediate knowledge of Microsoft Office suite.
- Excellent communication skills, both written and verbal.
- Creative problem-solving abilities.
- Ability to empathise with Members.
- Ability to take ownership of the role and its requirements.

**Experience**
- Previous administration or customer service experience (essential).
- Insurance experience (desirable).

**Qualifications**
- Nil

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