Claims Management Officer

**Claims Management Officer**
**(**
**Job Number**:
**220001B3**
**)**

**Description**

**Claims Management Officer**

**About the role**

We are seeking highly motivated, resilient, reliable, positive customer service professionals to join our Niche Claims team.

Customer service and a desire to help is key. Applicants who love to help others, thrive in a fast-paced environment, build meaningful relationships with colleagues and have an excellent work ethic.

In this role you are empowered to proactively manage claims, end to end, ensuring our customers have a positive experience in their time of need. Working in a fast-paced environment, every day will be different. There are new people to meet and new things to learn. We thrive as whole RACQ team with strong values, culture, and vision.
- Assist customers in a time of need with empathy and kindness. Providing support and advice.
- Lodgement and triaging of claims to set them on the best path forward from the start.
- Proactively manage claims (end to end). Completing all actions, every time, to deliver the best service.
- Answering multiple calls throughout the day, assisting all callers with a professional and empathetic mindset.
- Make claim decisions accurately and efficiently, considering the circumstances of each claim and coming to confident conclusions.
- Discuss and negotiate settlement options, articulating outcomes clearly and honestly. Ensuring all callers understand fully and agree next steps.
- Interact professionally with multiple stakeholders internally and externally. Being considerate of others at all times.
- Actively participate in coaching and training to upskill and build capability within yourself and your team

**About you**
- A Demonstrated passion for delivery exceptional customer outcomes
- Effective time management, problem solving and negotiations skills
- Accurate and efficient claims decision making
- Solutions focused with strong communication skills, including the ability to take ownership and resolve customer issues.
- Excellent written, verbal, and interpersonal communication skills (including managing emotionally charged situations and demonstrating emotional resilience)
- Capable of navigating and working across multiple systems
- Able to demonstrate the ability to work autonomously when required
- Receptive to ongoing constructive feedback and ongoing personal development
- Demonstrated ability to adapt to an ever-changing environment

**Why join RACQ?**

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

By joining RACQ, you’ll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2030. We’ve invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We’ll continue to advocate for, research, and offer green solutions.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

**What we offer you;**

Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

- Financial benefits and discounts on a range of banking, assistance and insurance products
- Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest and EKKA
- A range of flexible working and leave options, including 12 weeks paid parental leave, 2 weeks paid non-primary caregiver leave and purchased leave up to 4 weeks per year
- Prioritise your wellbeing with our onsite and virtual health hub, discounts on health programs and access to wellbeing initiatives such as yoga
- Invest in your development with in-house development programs and online courses.

**Ready to apply? You’ve got this.**

**RACQ is a ‘Circle Back Initiative’ employer** - we commit to respond to every applicant.

LI-HYBRID

**Work Locations**

Edward Street and Eight Mile Plains