Claims Assist Consultant

**Claims Assist Consultant**
**(**
**Job Number**:
**23000044**
**)**

**Description**

**About the role**

As a Claims Assist Consultant, you will provide expert support and consultation in delivering a member experience that sets the standard in the insurance industry. You will provide coaching and support to peers, review team and individual performance.

You will work closely with leaders to provide support capability uplift using a variety of methods and tools. You will ensure that claims are managed efficiently, fairly, and transparently through the life of the claim.
Your key duties will include:

- Manage escalated claims, identifying coaching/improvement opportunities.
- Contribute to claims management, inclusive but not limited to actioning claims, receiving phone calls, and responding to member demands.
- Provide support to Claims Management and other key stakeholders ensuring both the adherence to policies and processes
- Ensure that matters raised via customer feedback mechanisms are treated in a balanced, fair, and equitable manner in accordance with RACQ standards for response and resolution of feedback issues.
- Resolve or escalate all complaints or complaint related queries from members, the AFCA, external third parties, staff, and management.

**About you**

You will have a high level of empathy, understanding, attention to detail and would love to negotiate and resolve conflicts. As a Claims Assist Consultant you will bring to the role:

- Customer Service knowledge and experience
- Strong communication and comprehension skills along with analytical and problem-solving skills
- Proven experience in stakeholder management with ability to influence outcomes.
- Ability to work under pressure and meet tight deadlines through time, task management and prioritising skills.
- Ability to develop and maintain effective working relationships with stakeholders at all levels.

**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.

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**Work Locations**

Eight Mile Plains 2649 Logan Road Eight Mile Plains 4113