Insurance Claims Professional

Our company is seeking a Claims Specialist to join our team in Melbourne.

This is an ongoing permanent opportunity with a hybrid working arrangement.

Key Responsibilities

The successful candidate will provide an empathetic, efficient, and effective claims service and utilize their insights to identify opportunities to enhance and improve the customer service experience for consumers.

They will manage complex claims and actively participate in VCAT conferences, mediations, and hearings. They will develop strategies, lead settlement discussions, and instruct legal service providers as needed.

They will verify and evaluate information to enable accurate assessment, review, and determination of liability on new claims. They will also develop team capability through advice, coaching, and mentoring in policy interpretation, process management, and solution options.

They will maintain and develop claims policies, guidelines, processes, and audit control mechanisms to achieve effective resolution of claims within our policy objectives.

They will identify trends, make recommendations, prepare reporting, and implement improvements to claims processes, procedures, and management protocols.

They will conduct reviews of claims data to ensure compliance with reporting requirements and manage exception reporting and error rectification.

Who You Work With

The successful candidate will work closely with a Portfolio Lead to manage and contribute to the development of new and existing claims services, business practices, and product offerings.

They will liaise with the Head of Claims, Head of Claims Strategy, and a Portfolio Lead to provide insights and recommendations for the development of our portfolio.

They will engage with our Claims Team to provide a mentoring and coaching role, providing insights into our policy and processes.

They will work across our Division, including peers, the Builder Assessment Team, internal and external service providers, and other support service staff to improve claims management outcomes.

They will build and maintain relationships with key external agencies, such as VBA, CAV, and DBDRV, to share information and collaborate on strategic projects.

They will maintain and build effective relationships with 3rd party service providers to obtain optimum claims resolution and manage recovery opportunities.

About You

The successful candidate will have proven claims management experience, preferably with builder's warranty insurance or similar scheme in property claims.

They will have a successful track record of administration and management of insurance claims, ideally within the Builders Warranty Insurance or similar scheme.

They will have a track record of developing claim or litigation strategies and attending VCAT conferences.

They will demonstrate commitment to providing high-quality client/customer-focused services and empathy towards client needs.

They will have demonstrated analytical skills and industry acumen.

They will have highly developed communication, influencing, and negotiation skills.

They will be resilient, able to work under pressure, managing multiple competing priorities, and able to manage and resolve conflicts/disputes in a timely and effective manner.

They will be passionate about continuous improvement, including identifying and implementing improvement initiatives.

They will understand the complexities and nuances of public sector management and operate successfully in such an environment.

Qualifications

A law degree or commercial tertiary qualifications are highly desirable.

Professional membership with a risk management, insurance, or relevant organization may also be held.

Diversity and Inclusion

We prioritize diversity, equity, inclusion, and belonging. Our people benefit when they belong, are safe to bring their whole selves to work, and are respected and heard.