Claims Specialist, Dbi

Hybrid working
- Melbourne CBD close to Flinders Street station
- Ongoing Permanent Opportunity

**Your role**

A great opportunity to be involved with strategic management, co-ordination, and settlement of a portfolio of DBI claims. You provide an empathetic, efficient and effective claims service and utilise your insights to identify opportunities to enhance and improve the customer service experience for consumers.

Reporting to a Portfolio Lead in the Domestic Building Insurance (DBI) division, you'll benefit from their extensive industry knowledge and be mentored and guided by a team of experienced Claims Specialists, ensuring you're well-supported, especially if you're new to Domestic Building Insurance.

**What you will do**
- You manage complex claims and actively participate in VCAT conferences, mediations and hearings developing strategies, leading settlement discussions and capably instructing and working in conjunction with our appointed legal service providers.
- You strategically verify and evaluate information (including questioning the status quo) to enable the accurate assessment, review, and determination of liability on new claims in accordance with DBI policies and procedures.
- You develop team capability through the provision of advice, coaching and mentoring in policy interpretation, process management and solution options.
- You develop and maintain claims policies, guidelines, processes & audit control mechanisms designed to achieve effective resolution of claims within DBI policy objectives.
- You identify trends, make recommendations, prepare reporting, and implement improvements to claims processes, procedures, and management protocols to ensure ongoing alignment with DBI scheme objectives and harness opportunities to expedite the claims assessment process.
- You conduct reviews of claims data to ensure compliance with reporting requirements and to manage the resultant exception reporting and error rectification.

**Who you work with**
- You work closely with a Portfolio Lead to actively manage and contribute to the development of new and existing claims services, business practices and product offerings to build the value and contribution VMIA makes to its DBI clients.
- You liaise with the Head of Claims, Head of Claims Strategy and a Portfolio Lead, DBI to provide insights and recommendations for the development of the DBI portfolio.
- You engage with the DBI Claims Team to provide a mentoring and coaching role, providing insights into the DBI policy and processes.
- You work across the DBI Division including peers, the Builder Assessment Team, internal and external service providers and other support service staff to improve claims management outcomes.
- You build and maintain relationships with key external agencies such as VBA, CAV and DBDRV to share information and collaborate on strategic projects.
- You build and maintain effective relationships with 3rd party service providers to obtain optimum claims resolution and manage recovery opportunities.

**About you**
- You have a proven record of successful administration and management of insurance claims, ideally within the Builders Warranty Insurance or similar scheme (e.g. Property Claims) or proven experience in providing legal advice to companies involved in the construction, property or strata management sectors.
- You have a track record of developing claim or litigation strategies and attending VCAT conferences.
- Demonstrated commitment to providing high-quality client / customer focused services and empathetic to client needs.
- You have demonstrated analytical skills and insurance industry acumen.
- You have highly developed communication, influencing and negotiation skills.
- You are resilient, with the ability to work under pressure, managing multiple competing priorities and able to manage and resolve conflicts / disputes in a timely and effective manner.
- You have a passion for continuous improvement, including demonstrated ability to identify and implement improvement initiatives.
- You understand the complexities and nuances of public sector management, with the capacity to operate successfully in such an environment.

**Qualifications**
- 5+ years claims management experience, preferably with builder's warranty insurance or similar scheme in property claims either with an insurer or in a legal position providing commercial advice and / or representing clients in the construction, building, property or strata management sectors in litigation matters.
- A law degree or commercial tertiary qualifications highly desirable.
- You may also hold a professional membership with a risk management, insurance, or relevant organisation.

**Benefits**

**There are many reasons to work at VMIA, here is how we will support you:

- **Flex Work** - VMIA is supportive of hybrid working to help our people perform at their best. We come together for a minimum of two days per week in a collaborative office environment, fosterin