Claims Assessment Professional
7 days ago
About Suncorp Group
We are a leading Australian financial services company, proud to serve our customers with innovative solutions and expert knowledge.
Job Overview
This is an exciting opportunity to join our claims team as a Claims Assessment Professional, where you will play a crucial role in delivering excellent customer service and ensuring fair outcomes for our policyholders.
As a key member of our team, you will be responsible for assessing property damage and determining claim quantum and scope under the relevant Product Disclosure Statement (PDS). Your primary focus will be on providing exceptional customer service, while ensuring that all claims are handled efficiently and effectively.
Key Responsibilities
- Deliver brilliant service to our customers: You will be responsible for delivering professional and brilliant 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 PDS 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: You will 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: You will 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: You will 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: You will 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: You will respond to customer and stakeholder requests within expected or agreed timeframes.
- Effective assessing of claims: You will 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: You will determine an appropriate claim fulfilment method that balances customer needs with business outcomes.
- Cleanly document all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims: You will clearly 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: You will 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: You will assess the quality of the repairs via Quality Assurance processes and frameworks.
- Maintain current PDS knowledge to enable accurate coverage decisions and deliver fair and reasonable costs: You will maintain current PDS knowledge to enable accurate coverage decisions and deliver fair and reasonable costs.
- Follow and implement the Assessing & Repair strategy for working loss and events: You will follow and implement the Assessing & Repair strategy for working loss and events.
- Proactive risk management & compliance: You will proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
- Identify potentially fraudulent activity and immediately report anything suspicious to your leader: You will identify potentially fraudulent activity and immediately report anything suspicious to your leader.
- Identify unacceptable underwriting risks from on-site assessments and report these to your leader: You will identify unacceptable underwriting risks from on-site assessments and report these to your leader.
- Ensure compliance with all internal policies, procedures, legislative and external requirements: You will ensure compliance with all internal policies, procedures, legislative and external requirements (e.g., General Insurance Code of Practice, Privacy, IDR processes).
- Possitively contribute: You will positively contribute to team and take action to enhance own and others' safety and wellbeing.
About You
To succeed in this role, you will need:
- 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)
Salary
The salary range for this position is $80,000 - $120,000 per annum, depending on experience and qualifications.
Benefits
We offer a competitive benefits package, including:
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
Location
This role is based in Melbourne, Victoria.
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