Total Loss Administration Officer

2 months ago

North Lakes, Australia Auto & General Insurance Full time

Exceptional customer service engagement and service delivery
- Excellent ability to prioritise work
- Strong conflict resolution and management skills
- Ability to understand and interpret legislation and policy conditions as it relates to the individual
- Calm under pressure
- Excellent team member who can positively support colleagues and our wider business
- Strong written and verbal communication skills
- Good analytical and problem solving skills
- Attention to detail and consistent high standard of output
- Ability to adapt to seasonal work volumes and accepting of change
- Results driven

**Purpose of the Role**:
As our new Total Loss Consultant, you will be responsible for managing all required functions of the Total Loss process, while delivering a high level of customer service to our customers and stakeholders.

**Position Accountabilities**:

- Provide an excellent standard of customer service
- Ensure salvage is released for sale at the earliest possible opportunity
- Effectively manage compliance with WOVR (Written Off Vehicle Register) requirements
- Maintain and administer data entry requirements for all salvage vehicles to enable accurate reporting including monthly reports
- Manage multiple tasks including inbound calls, outbound calls, administration of documents & complex problem solving
- Work to deadlines and develop best practice protocols with mínimal supervisionEffective & proactive management of claims to finalization, inclusive of salvage

**Knowledge and Experience**:

- Demonstrated exceptional customer service skills
- Able to prioritise work, remain calm under pressure, adaptable and flexible
- Excellent communication skills with the ability to manage conflict
- Ability to understand and interpret legislation and policy conditions
- Team focused with good attention to detail & high standard of outputResults driven with excellent analytical and problem solving skills

**Our Perks**:

- **Location **- Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to transport.
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts**:

- You’ll receive discounts on Budget Direct insurance products.
- **Reward and recognition**:

- We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities **- There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social**:

- Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

**About us**:
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. You may know A&G through our multi-award winning brand Budget Direct and our partnership with leading brands - Qantas, ING and Virgin Money. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

R1
- Provide an excellent standard of customer service
- Ensure salvage is released for sale at the earliest possible opportunity
- Effectively manage compliance with WOVR (Written Off Vehicle Register) requirements in all jurisdictions
- Maintain and administer data entry requirements for all salvage vehicles to enable accurate reporting
- Perform relevant required tasks to support the processing and payment of claims
- Maintain a standard of work that complies with internal policy procedural and legis

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