Assessment Support Officer

4 weeks ago

Lidcombe, Australia Auto & General Full time
About the Role

We are seeking a highly skilled and experienced Assessment Support Officer to join our team at Auto & General. As a key member of our claims team, you will play a vital role in ensuring a smooth and efficient assessment process for our customers.

Key Responsibilities
  • Communicate effectively with repairers and tow operators to progress claims and achieve mutual understanding.
  • Follow up outstanding tasks to ensure assessment completion.
  • Adhere to best practice documented processes with a focus on compliance.
  • Identify and action customer dissatisfaction through our complaint management systems.
  • Manage administrative activities, including booking, assessment authorisation, and customer communication.
  • Review and action controls to reduce costs.
  • Deliver exceptional customer service and apply strong communication skills.
  • Manage IAC front of house relationships.
  • Process quotes and prepare assessments for allocation to assessors.
  • Optimise the customer journey for vehicles at our ND Hub and manage pathing control for repairable vehicles into our repairer network.
Requirements
  • Highly developed verbal communication skills with the ability to influence stakeholder outcomes.
  • Strong computer skills with experience working with industry-specific programs or the ability to quickly learn necessary systems.
  • Proven ability to display strong customer focus skills.
  • Ability to effectively prioritise tasks and manage workload, adapting to unexpected demands as necessary.
  • Demonstrated ability to deal with challenging situations in a calm and professional manner.
  • Team player with a positive approach to supporting colleagues and contributing to organisational goals.
  • Demonstrated understanding of legislative, regulatory, and compliance obligations in the FSR environment.
  • Proven ability to deliver optimal customer service by adhering to best practice documented processes.
  • Previous experience in the insurance industry is highly desirable.
About Us

Auto & General is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. We're excited about the future and always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer.

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