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Aps 4 Insurance Advisor

7 months ago

Brisbane, Australia Department of Veterans' Affairs Full time

Salary Range: $76,696- $81,802 + Attractive Superannuation
- Contact Officer: Ann Brown 07 3815 9277

The Defence Service Homes (DSH) Insurance Scheme is a national scheme providing home building insurance to eligible veterans, war widows and Australian Defence Force (ADF) personnel. The team consists of five core business areas that include Products, Pricing and Underwriting, Sales and Policy, Claims, Marketing and Communications and Finance and Accounts.

The Claims team are responsible for the end-to-end management of home building residential claims. From the notice of first loss through to settlement, the Claims team provide policyholder support through the review and processing of building claims made against the DSH Insurance policy. Team members provide a tailored approach to claims management with a dedicated case manager for the life of the claim.

The team is responsible for their own portfolio of claims, responsible for the policyholder interactions both via telephone and electronic correspondence. Responsibilities also include the allocation and proactive management of suppliers and adherence to the GICOP including claims financial reserving, as well as payments to both suppliers and policyholders.

The team is required to liaise with multiple stakeholders and have complete customer ownership - whilst driving customer and policy outcomes through team leadership, guidance and monitoring. Ensuring the delivery and actioning of information (financial and procedural adherence - including GICOP) in line with the DSH Insurance policy and claims outcome expectations associated with the management of end to end claims functions.

The team participate in a roster to ensure national phone coverage is provided during operating hours of 8:00am-6:00pm Monday to Friday, with the exception of ANZAC Day, Easter, Christmas Day and Boxing Day.

**Duties**
- Demonstrate commitment and willingness to understand the needs of Veterans.
- Determine and manage claims within authority levels and service standards.
- Provide advice on & arrange insurance policies. Lodge, determine & manage end to end claim functions and prepare written response to policyholder.
- Participate in a roster to ensure national phone coverage is provided during operating hours of 8.00am to 6.00pm.
- Insurance Compliance General Advice certification. Knowledge of Insurance Contracts Act and General Insurance Code of Practice.
- Monitor claim progress, complete follow up tasks and reviews and manage claim and policy matters as required.
- Participate in agreed projects which seek to improve the effectiveness and efficiency of DSHI’s business operations as required.
- Contribute to setting team goals and work practises.
- Monitor own performance against team goals.
- Actively represent DSHI and promote the benefits provided.
- Provide support to the Senior Insurance Adviser/management as required.

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

**Notes**

Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.