Assessment Support Officer

1 month ago

Sunshine, Australia Auto & General Full time

About the Role

The Assessing Support Officer plays a vital part in ensuring a smooth and efficient assessment process, reducing claims duration and positively contributing to excellence in customer service delivery.

Closely collaborate with on-site assessors, teams in different locations, and various internal and external stakeholders to contribute to improved claims timeliness and reduction in assessment duration.

Key Responsibilities

  • Communicate professionally with repairers and tow operators to achieve a mutual understanding of forthcoming steps and progress the claim.
  • Follow up outstanding tasks required for assessment completion.
  • Adhere to best practice documented processes with a significant emphasis on compliance.
  • Identify and action customer dissatisfaction to resolve it following the complaint management systems and protocols.
  • Proactively manage all administrative activities from booking to assessment authorisation, including inbound and outbound calls and emails.
  • Review and action controls with specific attention to cost reduction.
  • Deliver excellent customer service and apply strong communication skills, including face-to-face, verbal, and written.
  • Manage IAC front-of-house relationships.
  • Process quotes and prepare assessments for allocation to assessors.
  • Manage the customer journey for vehicles onsite at ND Hub and optimise pathing control for repairable vehicles into our repairer network.

About You

  • Highly developed verbal communication skills with the ability to influence stakeholder outcomes, accompanied by strong written communication skills.
  • Strong computer skills with previous experience working with industry-specific programs or the ability to quickly learn necessary systems.
  • Proven ability to display strong customer focus skills.
  • Ability to effectively prioritise tasks and manage workload, with the ability to adapt to unexpected demands as necessary.
  • Demonstrated ability to deal with challenging situations in a calm and professional manner, applying a problem-solving, solutions-focused approach when dealing with internal and external stakeholders.
  • Team player who thrives on providing positive support to colleagues and contributing to broader organisational goals.
  • Demonstrated professional approach to work.
  • Well-developed and demonstrated understanding of legislative, regulatory, and compliance obligations to operate in the FSR environment.
  • Proven ability to deliver optimal levels of customer service by adhering to best practice documented processes with a significant emphasis on HiYA compliance.
  • Previous experience working in the insurance industry is highly desirable.

Our Perks

  • Location - This role will be based in Sunshine, VIC.

The Benefits of Working at Auto & General

  • Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
  • Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave, and the opportunity to purchase additional leave to cover all of the big stuff.
  • Grow with us - we've got learning and professional development opportunities to suit everyone.
  • Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising, and donation opportunities for causes that you're passionate about.
  • Take care of yourself - your wellbeing is important to us, and our healthy mind and body hub, mental health support, and fitness discounts will help you be your best self.
  • Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days, and annual celebrations.
  • Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers, and others to bring you discounts on your purchases, no matter where you are in Australia.

About Us

Auto & General is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products, including Car, Motorcycle, Home, Contents, Pet, and Travel products, are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money, and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer. If this sounds like you, apply today.

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.

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