Claims Assessment Specialists

Claims Assessment Specialists – Expressions of Interest

• We are seeking skilled Claims Assessment Specialists for various roles within our organization.
• Attractive compensation package including benefits and performance bonuses.
• Excellent career advancement opportunities with Australia's premier insurance provider.

About the Positions:

• As a Claims Assessment Specialist, you will play a crucial role in our operations; your responsibilities will include evaluating property damage through diverse assessment methods such as virtual assessments, desktop evaluations, and, when necessary, onsite inspections.
• Your role will involve determining claim values and scopes in accordance with the relevant Product Disclosure Statement (PDS). Through your interactions with clients and support for Claims Managers, you will provide exceptional service, ensuring clients feel secure throughout the claims process.

Key Responsibilities:

Deliver Exceptional Customer Service:

• Provide professional and outstanding service during virtual and desktop assessments, engaging with clients at the request of Claims Managers – managing the creation, acceptance, and rejection of claim scopes in line with the PDS and Suncorp's service excellence standards.
• Communicate clear and precise advice, solutions, timelines, and updates regarding claims to all stakeholders, including clients, Claims Managers, repairers, and suppliers.
• Assist the Client Manager in identifying strategies for customer resolution to reduce escalations.
• Promote and articulate the advantages of our digital capabilities, enhancing customer interactions through effective use of technology.
• Recognize clients facing vulnerabilities and take necessary actions to provide support.
• Establish effective and trustworthy relationships with stakeholders to fulfill customer and business requirements; facilitate optimal claim outcomes.
• Respond to inquiries from customers and stakeholders within agreed timelines.

Effective Claims Evaluation:

• Evaluate property loss or damage through virtual assessment platforms or onsite to ascertain policy coverage (claim value, scope, and schedule) and establish reserves within delegated authority.
• Determine suitable claim fulfillment methods that balance customer needs with business objectives.
• Document all decisions and rationale clearly, including ownership details, reserve adjustments, and claim acceptance/rejection.
• Contribute to claims cost management by adhering to panel selection processes, reviewing quotes, and collaborating with repairers as necessary.
• Assess repair quality through Quality Assurance processes when required.
• Maintain up-to-date knowledge of PDS to make accurate coverage decisions and provide fair and reasonable cost assessments.
• Implement the Assessing & Repair strategy for working losses.

Proactive Risk Management & Compliance:

• Identify potential risks proactively and mitigate them to prevent unnecessary claim escalations.
• Report any suspicious activities that may indicate fraud to your supervisor immediately.
• Recognize unacceptable underwriting risks through virtual or onsite assessments and report these to your supervisor.
• Ensure adherence to all internal policies, procedures, and external regulations (e.g., General Insurance Code of Practice, Privacy, IDR processes).

Contribute Positively:

• Provide insights and performance feedback on repairers through established feedback mechanisms and report these to your supervisor.
• Identify process or customer experience enhancements and share these with your supervisor. Where appropriate, also share these improvements with peers and stakeholders.
• Stay informed about new repair techniques and industry standards, sharing knowledge with colleagues.
• Support colleagues during significant events and emergencies, in accordance with the Event Response Plan.
• Take responsibility for personal learning and development to enhance skills and capabilities.
• Exemplify Suncorp's core values and Code of Conduct.
• Contribute positively to the team and take action to promote safety and well-being for yourself and others.

About You:

• Qualifications in building or related trades and experience in interpreting or compiling scopes of work (preferred).
• Proficient computer literacy and navigation skills (essential).
• At least 2 years of experience in insurance and knowledge of claims processes (preferred).
• A minimum of 2 years' experience in customer service roles demonstrating proven performance (essential).

Key Competencies:

• Proficient computer literacy and navigation skills.
• Exceptional customer service experience with the ability to provide a brilliant experience based on customer needs.
• Advanced written and verbal communication skills along with active listening abilities.
• Technical expertise in utilizing devices for Virtual Assessing.
• Strong time management capabilities.
• Ability to manage stakeholders and build effective relationships with internal and external parties at all levels.
• Conflict resolution skills with a capacity to demonstrate empathy and care.
• Effective interpersonal and communication skills (both written and verbal) with the ability to tailor messages to suit various audiences.
• Meticulous attention to detail.
• Strong problem-solving and negotiation skills that facilitate constructive and collaborative communication.
• Proactive and positive mindset coupled with resilience skills.
• Commitment to self-development and opportunities to enhance skills and knowledge.

Technical Skills:

• Knowledge of building and construction materials, methods, and tools used in the construction and repair of structures.
• Ability to ascertain the cause of loss and determine coverage under the PDS.
• Strong capability to interpret policies and responses.
• Ability to analyze situations accurately and make effective decisions to achieve favorable outcomes for customers and builders.
• Sound understanding of general insurance products, principles, and underwriting.
• Current awareness of consumer goods and repair/replace costs.

What We Offer:

• Discounts and offers on a variety of insurance products.
• A range of flexible working arrangements and leave options, including generous parental leave policies.
• Investment in your future through ongoing educational support and career development programs.
• Opportunities to give back to the community through payroll giving, donation matching, and paid volunteer leave.
• Focus on work/life balance with our comprehensive employee assistance program and dedicated employee council.

About Suncorp Group:

We take pride in being part of the Suncorp Group family, which includes some of Australia's most reputable and diverse names in insurance. Together, we strive to simplify complexities and provide our customers with peace of mind during critical moments, while continuously evolving and innovating our services to better serve our community. This commitment brings numerous exciting opportunities for you to advance your career, whether you are guiding individuals through significant life events or offering support in times of need, you will be propelled forward by our shared dedication to customer satisfaction and supported at every step of your journey.