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Customer Experience Coordinator

2 weeks ago

Brisbane, Queensland, Australia DFP Recruitment Full time

Job Overview:

This role involves managing and processing travel insurance claims while delivering an exceptional customer experience and ensuring regulatory compliance. As a Claims Officer, you will be responsible for assessing claims with accuracy, empathy, and diligence, helping customers navigate the claims process smoothly and confidently.

Responsibilities:

  • Manage a portfolio of claims, prioritising your claims efficiently in accordance with the General Insurance Code of Practice (GICOP) and departmental processes.
  • Provide clear, accurate, and empathetic communication to customers, both written and verbal, and guide them through their claims journey.
  • Review, assess, and process travel claims with attention to policy terms, conditions, and regulatory requirements.
  • Make effective, informed decisions on claim assessments that are consistent with policy/product conditions and benefits.
  • Accurately calculate benefit payments, considering policy limits and excesses to ensure fairness and compliance.
  • Ensure data accuracy across all claims management systems.

Requirements:

  • 12 months+ in an Insurance or Financial Services role, with prior experience in claims processing, customer service (general/travel insurance preferred).
  • Demonstrated ability to make effective decisions.
  • Exceptional written and verbal communication skills, with the ability to simplify complex information and engage professionally with customers and stakeholders.
  • Strong organisational skills and the ability to prioritise and adapt to a dynamic workload.
  • Ability to work effectively both independently and as part of a collaborative team.
  • Proficient in claims management systems and MS Office, with a strong attention to detail and accuracy.
  • Familiarity with industry regulations, such as the General Insurance Code of Practice (GICOP), is highly valued.

What's Next?

  • Apply now to join our team.
  • We look forward to reviewing your application.