Specialist, Commercial Claims

**The Role**

IAG has an exciting opportunity to join our SME Direct Claims Team on a permanent full-time basis. The Claims Specialist, Business Claims position would suit someone who thrives in a high paced, customer focused environment and enjoys working with people.

The primary purpose of the role and your unique contribution is to support and uplift technical execution of the claims processes and customer journey. This role is accountable for uplifting the technical capabilities of claims through approval functions, recommendation and the resolution of customer complaints supporting the delivery of coaching and training to deliver outcomes.

**Training**: Virtual training will begin from the start date. Monday to Friday, standard business hours. We do require your commitment to the full-time training.

**Key Responsibilities**
- Take ownership of a customer’s experience when they have an issue or complaint utilising effective decision making to produce quality outcomes in a timely manner the fulfils the required service levels and standards
- Support and educate internal stakeholders by providing technical guidance on claims related matters while identifying gaps and opportunities in acumen or process
- Facilitate the uplift of new and existing staff in their technical skills and capabilities to support a high level of competency in technical outcomes and procedural adherence
- Maintain compliance and actively identify instances of non-compliance with risk and regulatory standards, requirements and frameworks delivering quality outcomes through adherence to internal processes and procedures
- Meet the key performance indicators and metrics of the business recognising areas of opportunity where support is needed and creating actions to improve performance
- Identify and suggest actions to address opportunities which drive the continuous improvement of customer, colleague compliance and commercial outcomes

**Skills & Experience**
- Previous experience in insurance or financial services
- Developed understanding of regulatory frameworks and requirements
- Demonstrated ability to tailor communication to meet the needs of the audience
- Demonstrates an elevated level of empathy
- Proven experience in a customer centred role (essential)
- Previous experience managing claims (desirable)
- Ability to build rapport and establish relationships
- Displays a drive for results and are outcome focused
- Ability to prioritise and manage time effectively

**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.

The IAG way