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Claims Assessment Support Specialist

1 month ago

Sunshine, Australia Auto & General Full time
About the Role

The Claims Assessment Support Specialist is responsible for delivering high-quality administrative support to ensure a seamless assessment process. This role plays a critical part in reducing claims duration and enhancing customer satisfaction.

Closely collaborate with on-site assessors, teams, and stakeholders to contribute to improved claims timeliness and reduced assessment duration.

  • Communicate effectively with repairers and tow operators to achieve mutual understanding and progress claims.
  • Follow up outstanding tasks required for assessment completion.
  • Adhere to best practice processes, emphasizing compliance.
  • Identify and resolve customer dissatisfaction through complaint management systems and protocols.
  • Proactively manage all administrative activities from booking to assessment authorization, including inbound and outbound calls and emails.
  • Review and implement controls to reduce costs.
  • Deliver exceptional 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.
  • Optimize the customer journey for vehicles at our ND Hub and control pathing for repairable vehicles into our Repairer network.

Your Experience

  • Possess highly developed verbal communication skills to influence stakeholder outcomes, along with strong written communication skills.
  • Showcase strong computer skills, preferably with experience using industry-specific programs or the ability to quickly learn necessary systems.
  • Demonstrate a proven ability to prioritize tasks, manage workload, and adapt to unexpected demands.
  • Effectively deal with challenging situations in a calm and professional manner, applying problem-solving and solutions-focused approaches when interacting with internal and external stakeholders.
  • Demonstrate a team-oriented approach, providing positive support to colleagues and contributing to organizational goals.
  • Show a well-developed and demonstrated understanding of legislative, regulatory, and compliance obligations in the FSR environment.
  • Prioritize delivering optimal customer service by adhering to best practice processes with emphasis on HiYA compliance.
  • Previous experience in the Insurance industry is highly desirable.