Claims Officer
2 days ago
Job Title: Claims Officer - Property Liability Specialist
Job Summary: We are seeking a Claims Officer - Property Liability Specialist to join our team at Suncorp Group. This role involves providing market leading proactive claims customer service to Commercial & Consumer Insurance direct customers and intermediaries in relation to third party property claims.
Key Responsibilities:
- Claims Handling: Manage a claims portfolio, from lodgement to finalisation, balancing customer needs with our business outcomes.
- Customer Service: Be the central point of contact for customers throughout all claim's interactions, delivering professional and brilliant service in line with Suncorp's service excellence standards and principles.
- Communication: Proactively and effectively communicate with customers verbally and in writing to understand their needs and provide updates on the claims process, policy limitations, next steps, timelines, payment, settlement, specialists and stakeholders involved.
- Problem Solving: Identify potential solutions that could meet specific customer needs, considering the PDS, policy guidelines, and Knowledge procedures.
- Conflict Resolution: Identify and deliver effective conflict resolution strategies to minimise customer escalations.
- Vulnerability Support: 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 our 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.
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