Claims Consultant

Claim Central Property manages the restoration, assessment and repair of residential, commercial, strata and industrial properties in Australia and New Zealand.

For over 20 years we have been using our leading-edge technologies and a digitally-connected supply panel of trades to provide better cost, quality and claims management outcomes.

Our clients include insurers, brokers, strata managers, facilities managers, real estate, government departments, private works and others. Our insurance works cover both normal and catastrophe event claims for some of the largest insurers in Australia and New Zealand.

**About you**

Our team culture is important to us and we are looking for people that enjoy collaborating with others, can communicate with ease and enjoy contributing to projects outside their own role.

This is a hybrid working role based 3 days out of our office next to Central Station and 2 days working from home.

**Key Responsibilities**:

- Conduct comprehensive claim triages, identify emergency assistance needs, and engage suitable trades/technicians.
- Manage assessment schedules and provide exceptional customer service through various communication channels.
- Maintain updated records in internal and external systems, and support Claims Administrators.

**Requirements**:
Required experience:

- Insurance industry - experience gained in a similar role in the industry - 12 months.
- Call centre experience

Technical Skills:

- Strong computer skills: ability to learn, navigate and manage multiple system.
- Proven experience in a high-volume call centre environment, including documentation of call and undertaking appropriate follow up actions within KPI
- Good understanding of insurance concepts and claims processes.
- Knowledge of Insurance legislative and regulatory environment including General Insurance Code of Practice (GICOP), Australian Securities and Investments Commission (ASIC), Australian Financial Complaints Authority (AFCA) and Privacy Act 1988.
- Certification in administration and/or customer engagement
- General understanding of insurance PDS’s

Non-Technical skills:

- High attention to detail: ensuring accuracy in data entry and documentation.
- Sensitive information: Ability to handle sensitive information with confidentiality and integrity.
- Communication Skills: Strong verbal and written communication skills to effectively convey information, actively listen to customers, and provide clear and concise responses. The ability to empathize with customers, understand their concerns, and remain patient in challenging situations to create a positive customer experience.
- Adaptability: be adaptable and flexible to handle various customer situations, adjust to changing priorities, and navigate different communication channels.
- Time Management: Efficiently managing time and prioritizing tasks.
- Conflict Resolution: The ability to handle customer complaints or conflicts in a calm and professional manner.
- Teamwork: Collaborate positively and effectively with colleagues, sharing knowledge and insights, and seeking assistance when needed contribute to a supportive and productive team environment.