Lodgements & Customer Claims Officer

Primary Details

Time Type: Full time

Worker Type: Employee

Lodgement and Customer Service Officer

Location: Parramatta

Type: Permanent, full-time position

Your part in a changing world

At QBE, our purpose is to enable a more resilient future.

We’re an international insurer and reinsurer with a local presence in 27 countries.

Leveraging our deep expertise and insights, QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks, build strength and embrace change to their advantage.

We’ve been cultivating resilience since 1886, when our founders started a marine insurance company in Townsville, Australia to give early pioneers a safeguard against uncertainty.

Today, we employ more than 11,600 people around the world, and our product portfolio includes property, motor, crop, energy, marine and aviation insurance.

The opportunity

QBE Insurance currently have the opportunity to join the business in a hybrid role as Lodgements and Customer Claims Officer within our Liability and Financial Lines claims teams. This role is pivotal to the team’s success, proactively supporting our claims philosophy and strategy, lodging and managing claims and acting within legislative requirements to support the unit in achieving its targeted objectives.

The key responsibilities for this role include the following, but not limited to:

- Deliver superior lodgement and initial contact experience for customers
- Lodge claims and execute key initial activities including customer contact, obtaining policy information, requesting information
- Collaborate with leaders across multiple teams on claims allocation
- Managing a small mixed portfolio of fast-track Liability and/or Financial Lines claims and delivering superior claims service on these claims
- Efficient management of the claims process, resulting in accurate completion and validation of claims
- Interpreting policy coverage and determining if coverage applies to claims submitted, escalating issues as needed
- Establishing and maintaining good client relationships with the insured, brokers, investigators, solicitors and the general public
- Ensuring compliance with relevant statutory guidelines and standards
- Initiation and completion of any recoveries from third parties
- Self-audit of claims files to ensure positive internal audits
- Response to enquiries in an accurate, timely, professional and courteous manner within Privacy guidelines

Primary Responsibilities
- Policy, Process and Procedure
- Maintain current knowledge of insurance guidelines and policy changes and modifications
- Identify any issues and/or anomalies that are non-compliant with regards to policy and procedures and resolve and/or escalate where required
- Sharing and disseminating information with relevant stakeholders taking into consideration confidentiality/policy guidelines
- Compliance requirements and individual accreditation levels are maintained and adhered to
- Non-compliant issues/any discrepancies resolved and/or escalated within agreed timeframes
- No breaches
- Environmental Awareness/Customer Focus
- Maintain good client relationships with the insured, agents, service providers and the general public
- Respond to client requests in accordance with service standards
- Provide information and feedback on claims activity and developing trends to underwriters/risk assessors to enable appropriate actions to be carried out
- Clear and timely communication with all stakeholders
- Enquiries responded to within agreed timeframes
- Positive feedback from internal and external sources
- Technical Performance
- Receiving, recording and processing all incoming insurance claims for assigned area
- Setting reserves and authorizing payment within scope of authority, settling claims in the most cost effective manner and ensuring timely issuance of disbursements
- Identifying suspicious or potentially fraudulent claims, notifying supervisor, arranging investigation and briefing solicitors if further action is to be taken
- Claims settled within agreed timeframe with no policy breaches
- Satisfactory peer review, internal audit and regulator audit findings
- Accuracy and timeliness of payments
- Adherence to policies and procedures
- Accuracy and timeliness of reports
- May mentor junior staff as required
- Successful transfer of knowledge

Your story so far
- Legal qualifications, or secretarial or paralegal experience will be advantageous but not a mandatory requirement
- Minimum 3 years’ experience in Liability and/or Financial Lines claims
- Strong communication skills and customer engagement
- Sound technical understanding of Liability and/or Financial Lines claims
- Understanding of underwriting procedures and a proven ability to understand and interpret relevant policy wordings
- Ability to engage, instruct and work with relevant providers including loss adjusters, lawyers and consultants
- Ability to build and mai