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Claims Assessment Specialists
2 months ago
Claims Assessment Specialists – Expressions of Interest
- We are seeking multiple Claims Assessment Specialists to join our team in various regions.
- Attractive compensation package along with benefits and performance bonuses.
- Excellent career advancement opportunities – become part of a leading insurance provider in Australia.
About the Positions:
- As a Claims Assessment Specialist, you will play a crucial role in our operations; your primary responsibility will be to accurately evaluate property damage using various assessment methods, including desktop evaluations, virtual assessments, and, when necessary, onsite evaluations.
- Your role will involve determining claim values and scopes in accordance with the relevant Product Disclosure Statement (PDS). Through effective customer interactions and support for Claims Managers, you will provide exceptional service, ensuring customers feel reassured throughout the claims process.
Key Responsibilities:
Deliver Outstanding Customer Service:
- Provide professional and exceptional service during virtual and desktop assessments, liaising with customers at the request of Claims Managers – managing the creation, acceptance, and rejection of claim scopes in line with the PDS and our service excellence standards.
- Communicate clear and accurate advice, solutions, timelines, and claim progress to all stakeholders, including customers, Claims Managers, repairers, and suppliers.
- Assist the Client Manager in identifying strategies for customer resolution to minimize escalations.
- Promote and communicate the advantages of our digital capabilities to enhance customer interactions through effective technology use.
- Recognize customers facing vulnerabilities and take appropriate actions to ensure they receive the necessary support.
- Establish effective and trustworthy relationships with stakeholders to meet both customer and business needs, supporting optimal claim outcomes.
- Respond to inquiries from customers and stakeholders within agreed timelines.
Effective Claims Evaluation:
- Evaluate property loss or damage through virtual platforms or onsite to ascertain policy coverage (claim value, scope, and schedule) and determine reserves within authorized limits.
- Identify suitable claim fulfillment methods that balance customer needs with business objectives.
- Document all decisions made, including ownership details, reserve adjustments, and acceptance or rejection of claims.
- Contribute to claims cost management by adhering to panel selection processes, reviewing quotes, and collaborating with repairers as necessary.
- Assess repair quality through established Quality Assurance processes when required.
- Maintain up-to-date knowledge of PDS to ensure accurate coverage decisions and fair cost assessments.
- Implement the Assessing & Repair strategy for managing losses.
Proactive Risk Management & Compliance:
- Identify potential risks proactively and mitigate them to prevent unnecessary claim escalations.
- Recognize and report any suspicious activities that may indicate fraud.
- Spot unacceptable underwriting risks during assessments and report them accordingly.
- Ensure compliance with all internal policies, procedures, and external regulations.
Contribute Positively:
- Provide insights and performance feedback on repairers through dedicated feedback channels.
- Identify process improvements and share these with leadership and peers.
- Stay informed about new repair techniques and industry standards, sharing knowledge with colleagues.
- Support team members during significant events and emergencies as per the Event Response Plan.
- Take ownership of personal development to enhance skills and capabilities.
- Exemplify our company values and code of conduct.
- Actively contribute to team dynamics and promote safety and well-being.
About You:
- Qualifications in building or related trades and experience in developing or interpreting scopes of work (preferred).
- Proficient computer skills and navigation abilities (essential).
- At least 2 years of experience in insurance and knowledge of claims processes (preferred).
- A minimum of 2 years' experience in customer service roles demonstrating proven performance (essential).
Key Skills:
- Strong computer literacy and navigation skills.
- Exceptional customer service skills with a focus on delivering a positive experience.
- Advanced written and verbal communication skills.
- Technical proficiency in virtual assessment tools.
- Excellent time management abilities.
- Strong stakeholder management skills with the ability to build effective relationships.
- Conflict resolution skills with empathy and care.
- Effective interpersonal and communication skills tailored to suit various audiences.
- Attention to detail.
- Strong problem-solving and negotiation skills.
- Proactive mindset with resilience.
- Commitment to self-improvement and skill enhancement.
Technical Competencies:
- Knowledge of construction materials, methods, and tools.
- Ability to determine the cause of loss and assess coverage under the PDS.
- Strong analytical skills for effective decision-making.
- Understanding of general insurance products and principles.
- Current knowledge of consumer goods and repair costs.
What We Offer:
- Discounts on various insurance products.
- Flexible working arrangements and leave options, including generous parental leave policies.
- Investment in your future through ongoing education and career development programs.
- Opportunities to give back to the community through volunteer initiatives.
- Support for work/life balance through our employee assistance program.
About Suncorp Group:
We take pride in being part of the Suncorp Group, alongside some of Australia's most reputable names in insurance. Together, we strive to simplify complexities and provide our customers with peace of mind when it matters most. This commitment opens up exciting opportunities for your career growth, whether you are guiding individuals through significant life events or offering support during challenging times.
