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Technical Service Advisor

2 months ago

Adelaide, South Australia Suncorp Group Full time

About the Role:

We are seeking a highly skilled and experienced Technical Service Advisor to join our team at Suncorp Group. As a Technical Service Advisor, you will play a critical role in providing support to the Claims Team and Claims Performance Manager in various aspects of claims management.

Key Responsibilities:

  • Manage complaints and provide timely resolutions to customers.
  • Conduct Quality Assurance audits to ensure compliance with industry standards.
  • Provide technical referrals and support to customers and internal stakeholders.
  • Monitor and report on Claims Operating Procedures (COP) to ensure adherence to industry standards.
  • Validate COP breaches and report in IRIIS.
  • Identify and facilitate coaching/training opportunities for team members.
  • Prepare and submit end-of-month reports as delegated.
  • Proactively identify process improvement opportunities to enhance claims management.
  • Approve payments and ensure timely resolution of claims.
  • Contribute to achieving strategic business goals and objectives.

Key Accountabilities:

  • Contribute to team, business, and group priorities with a sense of purpose.
  • Collaborate across and within teams to build strong relationships with customers.
  • Take accountability for resolving problems and delivering timely results in a changing environment.
  • Build strong relationships, work effectively in diverse teams, and take ownership for learning and development.
  • Keep things simple while driving innovation and removing blockages.
  • Anticipate and adapt to changing market and business challenges.
  • Manage the quality of own data input and proactively identify risks and issues.
  • Role model the Suncorp Compass Values, Code of Conduct, and Leader Profiles.

About You:

  • Diploma in Financial Services (Insurance) - Desired.
  • Tier 1 - Desired.
  • Minimum of 2 years' experience in a general insurance claims function (mandatory).
  • Property claims experience (highly regarded).
  • Previous complaints handling experience (highly regarded).

Key Capabilities:

  • Thorough understanding of Insurance Code of Practice and compliance requirements.
  • Thorough knowledge of TS business operations, including strategic objectives.
  • Thorough understanding of TS Product Disclosure Statements (PDS) and ability to accurately apply them to any claims situation.
  • Thorough knowledge and understanding of the NURV operating system.
  • Advanced communication (written and oral) and interpersonal skills with demonstrated ability to liaise and negotiate with colleagues and customers at all levels.
  • Ability to make quality decisions in a quick and timely manner and when exposed to pressurised situations.
  • Demonstrated organisational, planning, and time management skills with an ability to prioritise according to business needs.
  • Preparedness to use initiative and problem-solving skills.
  • Strong analytical skills.
  • Proficient user of PC's and the MS Office suite of products - intermediate to advanced knowledge of MS Excel would be an advantage.
  • Ability to lead by example, self-motivate, take responsibility, and be accountable.
  • Task and goal-oriented, with a sense of urgency and commitment to quality.
  • Ability to identify and evaluate individual knowledge and skill gaps.
  • Ability to work effectively within a team environment.