Pet Insurance Claims Team Lead

4 weeks ago

Toowong, Queensland, Australia Control Insurance Solutions Full time
Job Title: Pet Insurance Claims Team Lead

As a Pet Insurance Claims Team Lead, you will be responsible for leading a team of Claims Consultants to provide exceptional customer service to our customers. Your primary goal will be to ensure that our customers receive the best possible service and that their claims are processed efficiently and effectively.

Key Responsibilities:
  • Lead the team to execute a high standard of service and process adherence
  • Monitor and support the management of pet insurance claims, including workload prioritization, claim review, and authorization
  • Provide technical support on product, process, system, and compliance
  • Drive productivity and deliver performance reporting
  • Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
  • Provide detailed input into ongoing process and system improvements and staffing requirements
  • Resolve escalated calls, correspondence, and complaints inline with the complaints process
Requirements:
  • Previous Team Leader or equivalent experience with the ability to lead and motivate a team
  • An ability to influence, develop, and coach to ensure a positive customer experience with a core focus on customer outcomes and relations
  • Sound judgment skills, able to evaluate and communicate information with strong attention to detail
  • Ability to effectively analyze and resolve problems and develop more efficient processes and procedures
  • Ability to effectively manage conflict where required and a focus on first-line complaint resolution
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. Our range of general insurance products, including Car, Motorcycle, Home, Contents, Pet, and Travel products, are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money, and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer. If this sounds like you, apply today.

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