Digital Assessment Specialist

We are seeking a highly skilled and experienced Desktop Assessor to join our team in Melbourne or South Australia. As a Desktop Assessor, you will be responsible for accurately assessing property damage via multiple assessing platforms, including desktop assessing, virtual assessing, and onsite assessments when required.

Your key responsibilities will include:

• Delivering professional and brilliant service when completing virtual and desktop assessments, interacting with customers on the Claims Manager's request, creating, accepting and rejecting the scope of work for claims, in line with the relevant PDS and Suncorp's service excellence standards and principles.
• Proactively communicating clear and accurate advice, solutions, timeframes and claim progress to stakeholders, Customers, Claim Managers, Repairers and Suppliers.
• Supporting the Client Manager to identify customer resolution strategies to minimise customer escalations.
• Proactively promoting and communicating the benefits of our digital experience capabilities and elevating the customer interactions through the efficient and effective use of technology.
• Identifying customers experiencing vulnerability and taking appropriate action to ensure the customer is supported.
• Building effective and trusted relationships with stakeholders to meet customer and business needs; and supporting best practice claim outcomes.
• Responding to customer and stakeholder requests within expected or agreed timeframes.

Key Responsibilities:

• Assessing the property loss or damage via the virtual assessment platform or onsite to determine policy coverage (claim quantum, scope & schedule) and determining reserve within delegation levels.
• Determining an appropriate claim fulfilment method that balances customer needs with business outcomes.
• Clearly documenting all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims.
• Contributing to claims cost control via following the panel selection process, reviewing quotes via ICBM platform & refining with repairers where necessary, and early identification of potential recovery action.
• Assessing the quality of the repairs via Quality Assurance processes and frameworks when required.
• Maintaining current PDS knowledge to enable accurate coverage decisions and delivering fair and reasonable costs.
• Following and implementing the Assessing & Repair strategy for working loss.

Expected Skills & Qualifications:

• Industry qualifications e.g. studying or a completed ANZIF Diploma of Loss Adjusting, Cert IV in General Insurance (desired)
• Qualifications in building or allied trades (desired)
• Competent computer literacy and navigation skills (mandatory)
• Minimum 2 years insurance experience (desired)
• Minimum 2 years' experience as a proven performer in customer service roles (mandatory)
• Experience in compiling scope of works (desired)
• Claims process knowledge (desired)
• Previous experience as an Assessor (desired)

Benefits:

This is a permanent role with a competitive salary package and opportunities for career growth and development. If you are a motivated and experienced individual who is passionate about delivering exceptional customer service and results-driven outcomes, we would love to hear from you

The successful candidate will have excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues and other stakeholders. They will also have a strong understanding of insurance products and processes, with the ability to assess complex claims and provide clear and concise advice to customers.

Suncorp Group is committed to diversity and inclusion and encourages applications from people of all backgrounds.