Claims Specialist
2 weeks ago
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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