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Claims Management Specialist
2 months ago
We are seeking a highly skilled Claims Management Specialist to join our team at Crawford & Company. As a key member of our team, you will be responsible for ensuring the fair, effective, and timely resolution of complaints in accordance with Crawford/client/regulatory requirements.
You will work closely with our clients and stakeholders to identify the root cause of complaints and determine the next steps for resolution. Your strong technical claims knowledge and analytical skills will enable you to provide recommendations to claim adjusters to ensure the progress of claims.
As a seasoned professional in claims management, you will be able to showcase your expertise in the review and management of complaints that require technical review, policy interpretation, and a sound understanding of claims management.
You will be the conduit between the business and our clients with respect to complaints/escalations and will be highly competent at determining the next steps and/or the appropriate resolution.
In this role, you will be responsible for:
- Maintaining an expected case load of property claim contacts following complaints
- Working directly with claim adjusters to examine claims forms, policies, and endorsements, client instructions, and other records to determine coverage
- Providing recommendations to claim adjusters to ensure the progress of claims with these recommendations possibly being outside of standard claims management procedures
- Providing recommendations to claim adjusters regarding complaint progress and resolution
- Providing support and advice to policy holders with respect to their claims
- Acting as a team escalation point and proactively managing complex or contentious cases to resolve disputes effectively and put in place corrective measures as required
- Using data to identify vulnerabilities and progress these accordingly
- Going above and beyond to progress and resolve complaints directly with the complainants
- Adhering to insurer client Service Level Agreements and processes
We are looking for a highly motivated and organized individual with a strong background in claims management and dispute resolution. If you are a self-driven enthusiastic individual who is a problem solver by nature, an excellent communicator with a passion for continuous learning and development, and a people person who can demonstrate a caring, empathetic, and positive outlook, we encourage you to apply.
Key Requirements:
- At least 3 years' experience in insurance claims management review or assessment
- Demonstrated ability to understand and interpret insurance policies along with strong technical claims experience
- Experience in dispute resolution and complex complaint management
- Ability to investigate and identify the issues and information we need to form a view
- Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
- Draft written communication in Plain English tailoring it to stakeholders
- Excellent organizational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
- Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
- A highly responsive approach to your work
- Ability to work autonomously and as part of a close and supporting team
About Crawford & Company:
Crawford & Company is the world's largest publicly listed claims management company operating in more than 70 countries. We have been in operation for over 80 years and are committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events.
We are the only provider in Australia to offer services across the entire claim lifecycle – from 'first notification of loss' through to litigation:
- Loss adjusting – property, major and complex loss, catastrophe response
- Third-party administration (Crawford TPA is a Lloyd's accredited provider)
- Forensic accounting including business interruption expertise
- Cyber response
- Managed repair services (Contractor Connection)
- Quantity surveying, forensic engineering & building consultancy (CRD Building Consultants)
- Legal services (HBA Legal)
We are committed to being an inclusive workplace that employs and retains the best and most diverse talent. We value diversity of thought, experience, and perspective and aim to create a workplace where our people feel valued, respected, and empowered. We welcome applications from Aboriginal and Torres Strait Islander peoples and from people of all backgrounds regardless of gender identity, age, sexual orientation, disability, or ethnicity.
It is the policy of Crawford & Company that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand working rights.
Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resume.
