Claims Resolution Specialist

**Claims Resolution Specialist**(**Job Number**:250000K6**)**

**Description**

At RACQ, we’re good people doing good things, making a positive impact every day, with opportunities to learn, grow, and be more.

**About the role**

Provide expert support and consultation in delivering a member experience that sets the standard in the Insurance industry. This role reviews feedback from RACQ Members and investigates incidents where we have failed to meet our Members expectations or where the matter required intervention to bring it back on path. This role is empowered to resolve these disputes with Members to achieve a mutually acceptable outcome for the Member, RACQ and our Service Providers.

This role will also manage a small portfolio of contentious and high-risk claims, ensuring that these are managed in an efficient, fair and transparent way through the life of the claim.
- Work directly with complainants (includes but not limited to Members, third parties, advocates) to understand and resolve complaints and complex issues. This will include liaising and negotiating with third parties to reach settlement on more complex matters.
- Provide support and coach my peers so that they can deliver proactive, professional and efficient customer service & claims management in conjunction with accurate & compliant information.
- Ensure that matters raised via customer feedback mechanisms are treated in a balanced, fair and equitable manner in accordance with RACQ standards for response and resolution of feedback issues.
- Resolve or escalate all complaints or complaint related queries from members, the AFCA, external third parties, staff and management.
- Provide Members with verbal and written responses to their complaints in line with RACQs Group Complaints Process.
- Inform stakeholders of dispute decisions and share learnings to drive continuous improvement of decision making.
- Providing proactive, timely quality and efficient claims outcomes and through technical reviews of complex claims.

**About you**
- Senior experience in motor claims or complex disputes or complaint management
- Ability to read and interpret information and make sound business judgements and decisions.
- Strong analytical and problem-solving skills.
- Strong written and verbal communication and comprehension skills.
- Computer skills.
- Proven experience in stakeholder management with the ability to influence outcomes.
- Excellent investigative skills and attention to detail.

**Why join RACQ?**

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

By joining RACQ, you’ll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2032. We’ve invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We’ll continue to advocate for, research, and offer green solutions.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

**What we offer you**:
At RACQ, we want you to succeed in work and life and feel supported to do good stuff daily. Whoever you are, wherever you’re from. Some of the good stuff our people have access to include:
Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

- Financial benefits and discounts on a range of banking, assistance and insurance products
- Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest.
- A range of flexible working and leave options, parental leave of 13 weeks primary carer leave, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave.
- Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives such annual flu vaccinations, corporate health insurance offer and free and confidential Employee Assistance Program (EAP).
- Invest in your development with in-house development programs and access to an extensive digital learning platform.

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**Work Locations**

Eight Mile Plai