Specialist, Claims Operations

**The Role**
At IAG, we currently have a Full-Time Permanent opportunity available for a Specialist Liability Claims Administration role to join our team supporting Liability Claims in Melbourne or Perth. The primary purpose of the Specialist Liability Claims role is to provide oversight and supervision of the new Liability Claims Administration Team in the provision of claims and administrative support functions to the Liability Claims team, to support the delivery of efficient and effective claims services within established service and quality standards.
The initial 4-6-week training period will consist predominantly of in-office learning. To be able to work from home you will be required to have a designated work area and a fixed internet connection. This role will work between 8.30am - 5pm.

**Key Responsibilities**:

- Provide training on the lodgement of claims together with ongoing skill uplift and performance monitoring
- Deal with the lodgement of complex liability claims based on different products & policies
- Supervise the day-to-day functioning of the team
- Monitor performance in line with KPIs
- Quality Listening noting this might be a customer’s first contact with CGU
- Report to business where necessary
- Manage continual improvement and upskilling
- Oversee the triaging of new claims according to our segmentation/broker model
- Liaise with Consultants on new claim issues
- Provide closer oversight of all functions and processes of the Admin team, including streamlining to provide a high level of service to our Customers and to the Liability Claims team
- Work towards the success of the repatriation of these admin functions from EXL to our Casualty Claims Operations
- Assist with Admin tasks as necessary
- Manage any updates/changes/additions to KA
- Liaise with the Manager, Casualty Claims Operations as necessary

**Skills & Experience**
- Proven customer service experience.
- Previous experience in liability claims.
- Demonstrate sound computer skills - Excel, SharePoint
- Great communication skills.
- Ability to build rapport and establish relationships.
- Task oriented and ability to manage high volume of task in a day.
- Solid date entry and comfortable using claims centre
- Strong ability in managing a team - includes prioritising team tasks

**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 also 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. More information on our Reconciliation Action Plan can be found on our company website.

IAG Culture story OR The IAG way