Consultant, Motor Claims

**The Role**

We are expanding our highly successful Motor Claims Team in our Newcastle office. We invite motivated and engaged people to join us as Motor Claims Consultants in a full-time capacity.

Our consultants are nurtured to become genuine insurance experts. Joining an existing team, you will be responsible for the management of claims post lodgement until the closure stage of the Motor Claims process. This role will see you managing claims in a professional and proactive manner whilst ensuring that legislative and policy requirements are followed. You will be required to liaise with internal and external stakeholders where required and uphold the IAG values.

Supported by your team leader and other team members, you will work to achieve Key Performance Indicators (KPIs) within a fast-paced role that requires independence, agility, and focus. To help you succeed, we have well-structured systems of working, which will see you navigating complex technology programs and equipment.
- 5pm.

**_The starting date for these positions will be the 10th February, _**with your IAG journey commencing with a comprehensive, 6-week induction (conducted Full-Time, fully paid and a hybrid of in-office and work from home learning).

**Key Responsibilities**
- Managing inbound and outbound calls within a high-volume call centre environment
- Deliver exceptional customer experiences that foster long standing relationships with IAG
- Establish and maintain mutually supportive and transparent relationships with team members and key internal and external stakeholders
- Actively listen and empathise with customers who may be facing challenging or stressful circumstances
- Plan and prioritise work to be completed efficiently while working collaboratively to meet individual and business Key Performance Indicators

**Who are we looking for? Qualifications, Knowledge, Skills, Experience, and Attributes**
- Previous customer service experience - for example, in contact centres, sales, hospitality, or retail (volunteer role experience included)
- Previous experience in effectively managing challenging customer conversations and resolving complaints and problems empathetically and equitably
- Well-developed rapport building, active listening, and communication skills (written, verbal, and interpersonal)
- Intermediate computer, software, and other office-technology skills
- Demonstrated ability to work autonomously, meet KPIs, use initiative, and be resourceful
- Highly conscientious, with a level-headed, personable, and mature manner
- Emotionally intelligent, adaptable, and resilient

**Other requirements**
- Flexibility to work from both IAG office and from home (note working from home requires a high-speed internet connection and a private home office that meets OH&S requirements).

**About Us**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity, and collaboration. We call it the IAG way, and it means we all share a 'ready for anything' mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people, and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**Ready for Anything? Let’s talk.**

IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts, and a people-focused culture that celebrates achievements big and small.

IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. We encourage people that identify as Aboriginal or Torres Strait islander to consider this opportunity. More information on our Reconciliation Action Plan can be found on our company website.