On-road Assessor

**On-Road Assessor**
- **Melbourne & Regional Victoria**:

- **Permanent Role**

**About Us**

Welcome to a place where you can chase real progress and drive real change, and that includes your own career. Being a part of the Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler, and better for our customers and each other.

We love a diverse team and some of our team come from a background in the insurance industry (home claims specifically), site supervisors, estimators, trade background, property managers and even those from leadership and management roles.

**About the role**:
The Assessor is accountable for accurately assessing property damage and determining claim quantum and scope under the relevant PDS. Through their customer interactions, and support for Client Managers, Assessors deliver brilliant service, providing customers with peace of mind during the claims process.

**More specifically, you will**:
**Provide brilliant service to our customers**
- Deliver 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, including Customers, Client Managers, Repairers and Suppliers.
- 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.
- 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.

**Effective assessing of claims**
- 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.
- 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.
- 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
- Follow and implement the Assessing & Repair strategy for working loss and events.

**Proactive risk management & compliance**
- 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.
- 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 (e.g. General Insurance Code of Practice, Privacy, IDR processes).

**Positively contribute**
- Identify insights and performance feedback on the repairers via dedicated feedback mechanisms and report these to your leader.
- Identify any process or customer experience improvements and share these with your leader. Where appropriate, also share these improvements with your peers and stakeholders.
- Stay abreast of new repair techniques and stay current with industry standards and share with peers.
- Actively support others during major events and catastrophes, in line with the Event Response Plan.
- Take ownership for learning and development to uplift skills and capabilities.
- Role model the Suncorp Our Compass Behaviours and Code of Conduct.
- Positively contribute to team and take action to enhance own and others’ safety and wellbeing

**About You**:

- 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)

**Technical Competencies**
- Knowledge of Building and construction materials, methods