Claims Specialist Lead

1 week ago

Hobart, Tasmania, Australia beBeeCustomerSupport Full time $90,000 - $120,000
Customer Support Expert

We are seeking a highly skilled and experienced Customer Support Expert to join our team. As a key member of our organisation, you will play a critical role in delivering exceptional customer experiences and driving business growth.

This is an exciting opportunity for someone who is passionate about providing outstanding support to customers, resolving complex issues, and developing long-term relationships. If you have a proven track record of success in a similar role and are looking for a new challenge, we want to hear from you.

Key Responsibilities:
  • To act as a technical referral point for claims staff and assist in the development of technical claims knowledge, ensuring that our customers receive accurate and timely information.
  • To act as an escalation point for technical advice and disputes, working closely with our claims team to resolve complex issues and provide solutions that meet our customers' needs.
  • To identify trends through technical complaints escalation handling, analysing data to drive improvement in customer and business outcomes, and implementing process changes to enhance efficiency and effectiveness.
  • To support the execution of our Quality Assurance Framework, delivering training needs at an individual and team level in consultation with our manager.
  • To support the onboarding of new staff members, providing guidance and mentoring to ensure they have the skills and knowledge required to excel in their roles.
  • To manage a portfolio of claims and positively influence claims cost outcomes through commercial decision making that is in the best interest of Allianz and our customers.
  • To adhere to the General Insurance Code of Practice and timeframes when supporting the management of GI Claims, maintaining the highest standards of professionalism and integrity.
About You:
  • You will have experience in claims assessment for a complex, matrixed general insurance organisation, with a strong understanding of the industry and its regulations.
  • You will hold tertiary qualifications in a relevant discipline and/or Australian and New Zealand Institute of Insurance and Finance (ANZIFF)/Industry equivalent, demonstrating your expertise and commitment to ongoing learning.
  • You will have demonstrated experience in coaching and developing a claims team at a technical level, with a proven ability to lead and motivate others to achieve exceptional results.
  • You will possess excellent verbal and written communication skills, combined with the ability to balance understanding, empathy, and compassion with the best commercial outcome for our customers.
  • You will be able to navigate complexity and ambiguity, providing pragmatic commercial solutions to meet stakeholder expectations and drive business growth.
  • You will have a passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape, with a willingness to learn and adapt to new tools and systems.
What We Offer:
  • A dynamic and supportive work environment, with opportunities for professional growth and development.
  • A competitive salary and benefits package, reflecting your value and contributions to our organisation.
  • The chance to work with a leading global insurance brand, shaping the future of our industry and making a real difference in people's lives.
  • A collaborative and inclusive team culture, where everyone is valued and empowered to succeed.

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