Customer Service Liaison

3 days ago

Adelaide, South Australia Suncorp Group Full time

Suncorp Group is a leading provider of insurance and financial services in Australia and New Zealand. Our vision is to inspire confidence and happiness in the communities we serve.

Job Title: Customer Service Liaison

Estimated Salary: $80,000 - $110,000 per annum (dependent on experience)

About the Role:

The Customer Service Liaison will play a critical role in supporting the Claims Team and Claims Performance Manager in managing complaints, quality assurance audits, technical referrals, COP monitoring, and reporting. The successful candidate will also be responsible for identifying process improvement opportunities, payment approvals, and achieving strategic business goals.

The ideal candidate will have a minimum of 2 years' experience in a general insurance claims function, with property claims experience and previous complaints handling experience highly regarded. A Diploma in Financial Services (Insurance) or Tier 1 qualification is also desired.

The Customer Service Liaison will work effectively within a team environment, demonstrating strong analytical skills, communication, and interpersonal skills. The ability to make quality decisions in a timely manner and lead by example is essential.

About You:
  • Diploma in Financial Services (Insurance) - Desired
  • Tier 1 - Desired
  • Minimum of 2 years' experience in a general insurance claims function (mandatory)
  • Property claims experience (highly regarded)
  • Previous complaints handling experience (highly regarded)
Key Capabilities:
  • Thorough understanding of Insurance Code of Practice and compliance requirements
  • Thorough knowledge of TS business operations including strategic objectives
  • Thorough understanding of TS PDS's and the ability to accurately apply it to any claims situation
  • Thorough knowledge and understanding of the NURV operating system
  • Advanced communication (written and oral) and interpersonal skills with demonstrated ability to liaise and negotiate with colleagues and customers at all levels
  • Ability to make quality decisions in a quick and timely manner and when exposed to pressurised situations
  • Demonstrated organisational, planning and time management skills with an ability to prioritise according to business needs
  • Preparedness to use initiative and problem-solving skills
  • Strong analytical skills
  • Must be a proficient user of PC's and the MS Office suite of products – intermediate to advanced knowledge of MS Excel would be an advantage
  • Ability to lead by example, self-motivate, take responsibility and be accountable
  • Task and goal oriented, with a sense of urgency and commitment to quality
  • Ability to identify and evaluate individual knowledge and skill gaps
  • Ability to work effectively within a team environment
Benefits:
  • Discounts and offers on a range of retail favourite stores as well as banking and insurance products
  • A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave
  • Invest in your brighter future with ongoing study support and career development programs
  • Give back to our communities with payroll giving, donation matching and paid volunteer leave
  • Prioritise your work/life balance with our robust employee assistance program and dedicated employee council

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