Claims Specialist

2 weeks ago


Brisbane, Queensland, Australia Suncorp Group Full time

Role Overview

This key position involves delivering exceptional claims customer service to Commercial & Consumer Insurance direct customers and intermediaries. The Claims Officer is accountable for managing a claims portfolio, balancing customer needs with business outcomes.

Key Responsibilities

  • Be the central point of contact for customers throughout all claim's interactions, delivering professional service in line with Suncorp's service excellence standards.
  • Proactively communicate with customers to understand their needs and provide updates on the claims process, policy limitations, next steps, timelines, payment, settlement, specialists and stakeholders involved.
  • Respond to customer requests within expected or agreed timeframes.
  • In balancing customer needs with business outcomes, identify potential solutions that could meet specific customer needs, considering the PDS, policy guidelines, and Knowledge procedures.
  • Identify and deliver effective conflict resolution strategies to minimise customer escalations.
  • Identify customers experiencing vulnerability and take appropriate action to ensure the customer is supported.

Requirements

  • Empathy and Compassion: A genuine sense of compassion and empathy for customers, understanding their unique situations.
  • Communication Prowess: Excellent verbal communication skills, enabling you to build rapport, convey complex information, and negotiate effectively with various stakeholders.
  • Administrative Skills: Outstanding administrative and written skills, leveraging Suncorp's technology systems and platforms to effectively manage all aspects of each claim.
  • Organisation Skills: An ability to operate effectively and efficiently in a dynamic environment by managing a high volume of tasks and activity through exceptional time management and priority planning strategies.
  • Commitment and Integrity: A strong commitment to exceeding customer expectations and a high degree of integrity in all your interactions.
  • Experience: 2-5 years experience in claims is necessary.

Benefits

  • Employee discounts and rewards - exclusive offers on various products and retailers.
  • Study support - We encourage external learning and offer study support to eligible employees.
  • Parental Leave - All permanent employees who are primary carers are offered 20 weeks parental leave.
  • Wellness - A wide range of initiatives to promote employees' health and financial wellbeing.

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