Experienced Claims Specialist

3 weeks ago

North Lakes, Queensland, Australia Auto & General Full time
Job Title: High Care Senior Claims Consultant

The role:

As a High Care Senior Claims Consultant, you will be responsible for managing a portfolio of end-to-end claims for customers experiencing vulnerability and/or a traumatic claim event that present in varying levels of complexity.

Key Responsibilities:

  • End to end management of a portfolio of complex, high value and sensitive claims.
  • Reviewing each referred claim for acceptance in line with the ICA, PDS and prior to internal dispute resolution or Ombudsman determination.
  • Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life.
  • Identifying and raising potential risks or compliance issues to Management.
  • Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer.
  • Accurately underwrite claims and make determinations on cover.
  • Review duty of care application by customer and apply reasonable care assessment as a key part of decision making.
  • Liaising with internal and external stakeholders across underwriting, assessing, suppliers, complaint and hire car teams to coordinate claim finalisation.
  • Identify vulnerability experience by the customer and ensure support services offered.
  • Be pro-active in supporting your team whilst also working independently.

About You:

  • Excellent customer service experience essential.
  • Experience in insurance or a similar product with a history of working in a high paced environment desirable.
  • Exceptional communication and conflict resolution skills required with the ability to develop strong relationships with stakeholders.
  • High level of emotional intelligence, able to drive for results, focus on outcomes and well-developed negotiation skills.

Our Culture:

  • Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

Our Benefits:

  • Extra leave - Enjoy additional leave days on us.
  • Paid parental leave - We support our new parents with paid parental leave and other benefits.
  • Workplace giving - If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
  • Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
  • Employee discounts - You'll receive discounts on Budget Direct insurance products.
  • Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
  • Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
  • Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
  • Perks App - Access to an employee benefits and discounts app called 'Perks' offering your great discounts, offers and programs across a range of areas.

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