Property Damage Specialist
4 weeks ago
Suncorp Group is a leading insurance company seeking a highly skilled Property Damage Specialist to join our team in Melbourne.
About the Role:
The Property Damage Specialist will be accountable for accurately assessing property damage and determining claim quantum and scope under the relevant Policy Documents. Through their customer interactions, and support for Client Managers, they will deliver exceptional service, providing customers with peace of mind during the claims process.
Key Responsibilities:
- Deliver professional and excellent service when completing on-site and desktop assessments, interacting with customers on the Client Manager's request – creating, accepting and rejecting the scope of work for claims – in line with the relevant Policy Documents and Suncorp's service excellence standards and principles (be genuine, make it easy, own it and find solutions).
- Proactively communicate clear and accurate advice, solutions, timeframes and claim progress to stakeholders, including Customers, Client Managers, Repairers and Suppliers.
- Support the Client Manager to identify customer resolution strategies to minimise customer escalations.
- Identify customers experiencing vulnerability and take appropriate action to ensure the customer is supported.
- Build effective and trusted relationships with stakeholders to meet customer and business needs; and support best practice claims outcomes.
- Respond to customer and stakeholder requests within expected or agreed timeframes.
- Assess the property loss or damage, determine policy coverage (claim quantum, scope & schedule) and determine reserve within delegation levels.
- Determine an appropriate claim fulfilment method that balances customer needs with business outcomes.
- Cautiously document all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims.
- Contribute to claims cost control via following the panel selection process, reviewing quotes & refining with repairers where necessary, and early identification of potential recovery action.
- Assess the quality of the repairs via Quality Assurance processes and frameworks.
- Maintain current Policy Document knowledge to enable accurate coverage decisions and deliver fair and reasonable costs.
- Follow and implement the Assessing & Repair strategy for working loss and events.
Requirements:
- Industry qualifications/ studying or completed ANZIF Diploma of Loss Adjusting (desired)
- Building or Trade Qualifications (desired)
- Minimum 5 years insurance experience (desired)
- Minimum 2 years' experience as a proven performer in customer service roles (mandatory)
- Experience in compiling scope of works (desired)
- Extensive experience in the building industry - residential or commercial (desired)
- Industry qualifications e.g., Cert IV in General Insurance (desired)
- Claims process knowledge (desired)
- Previous experience as an assessor (desired)
About Us:
Suncorp Group is committed to diversity and inclusion, offering flexible work arrangements, ongoing study support, career development programs, payroll giving, donation matching, paid volunteer leave, and a comprehensive employee assistance program. We prioritise your work/life balance and provide opportunities for growth and development. As a valued employee, you'll have access to various benefits, including discounts and offers on retail favourite stores, banking and insurance products, and unlimited paid emergency response leave.
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