Senior Claims Specialist

Senior Claims Specialist

Department: Claims

Employment Type: Permanent - Full Time

Location: AU - Melbourne

Reporting To: Margaret Murphy

Description

We are looking for an experienced Senior Claims Specialist to further strengthen our claims team and to ensure that we continue to deliver a high-quality claims service to policyholders, brokers, underwriters and capacity providers. You are a conscientious and hardworking claims professional with experience in Cyber claims in Australia. This role will work with colleagues in CFC’s office in London, and Incident Response team, along with a number of incident response vendors including forensic, legal, and PR. You will manage a team to develop and maintain strong working relationships with our core capacity providers whilst driving proactive management, monitoring and oversight of claims performance standards. As a Senior Claims Specialist you’ll live out our core values, providing day-to-day guidance, support and coaching to deliver against our budget and strategic objectives. To be considered for this position you must have experience in a Responsible Manager role.

About the role

- Proactively handle cyber and tech claims on behalf of CFC from first notification of loss to settlement. You will also handle claims, as necessary, on behalf of CFC Claims Australia as a TPA to CFCU (surplus lines).
- Proactively handle and Cyber and Tech claims in accordance with CFC Claims Handling Guidelines from first notification of loss (FNOL) to settlement (including coverage, legal liability and quantum analysis) within the scope of CFC’s delegated authorities
- Foster good relationships with policyholders, brokers, underwriters and capacity providers, and drive excellent customer service
- Ensure that there is prompt cyber claims response and assist with the development of cyber claims processes and procedures
- Work closely with the London based Cyber Claims team handling Australian claim notifications to ensure consistency across jurisdictions
- Actively work with a panel of cyber response vendors
- Monitor claims team to ensure there is prompt and accurate reserving, identifying and pursuing relevant third-party recoveries and seeking to reduce claims leakage
- The ability to prioritise where necessary, identifying deadlines such as those stipulated within lawsuits, demand letters and in addressing claims queries
- Work closely with CFC’s panel of service providers to ensure a quality and value for money service is provided/received within required timeframes
- General claims administrative duties such as electronic file management filing and payment requests, and the production of management information
- Support to the Cyber Claims Manager and claims team on an ongoing basis; and working closely with underwriters providing feedback on claims issues/trends and the Products team concerning the development of CFC’s products and wordings
- Identify and elevate claims related issues where necessary
- Influence and introduce new initiatives to improve service delivery
- Assist in vendor RFI process and selection of any new cyber vendor relationships
- Provide timely MI & Reporting updates to the Cyber Claims Manager and Claims Director
- Assist with triage of claims notified through cyber claims mailbox
- Ability to manage the claims adjusting and technical aspects of dealing with cyber incidents and investigations
- Supervision of claims and incident response team and ensure they are operating to their potential
- Manage the cyber claims team including goal and objective setting, conducting regular 121s, team meetings and completing team member six-monthly performance appraisals
- Support the Cyber Claims Manager with the training of new team members and support the ongoing training and development of the team. Act as role model daily, living out CFC’s core values
- Work with the Cyber Claims Manager and HR to assist with recruitment and selection activities
- Ensure that team member sickness/absence/holiday records are kept up to date on HRIS

About you

Skills & Ability:

- Excellent verbal & written communication skills and attention to detail
- Ability to communicate effectively and accurately internally and externally at all levels
- Strong stakeholder management experience
- Excellent organisational, research, analytical, problem-solving and drafting skills
- Ability to negotiate and influence effectively
- Willingness to learn and challenge the status quo
- Excellent computer skills (including MS Outlook, Word, PowerPoint & Excel)
- Use of ECF an advantage

Knowledge & Experience:

- Minimum of 10 years’ experience of handling claims with at least 5 years handling cyber claims
- Experience in a Responsible Manager role is crucial.
- Experience with cross border and international cyber incidents or forensic investigations
- A good understanding of international considerations relating to cyber claims in Australia
- Experienced at working with incident response vendors, in particular legal and forensic providers
- Good understanding of cyber insurance policy wordings
- Knowledge of legal and regulatory requirements specific to Lloyd’s (e.g. Claims management Principles and Minimum Standards), MGAs and the Financial Ombudsman Service
- Understanding of underwriting strategies and the impact of claims and external events on underwriting practice and business results
- Demonstrable experience within a team leader (people management) role

Core Values

Love what you do: We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.

Challenge everything: We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to make things better.

Have fun, be good: Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.

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