Client Services Representative

2 weeks ago

Sydney, Australia AIA Full time

Receive inbound calls and/or make outbound update calls to Group Claims clients

and members within the agreed turnaround times and in accordance with our

business operating protocols, and in doing so provide a quality customer

experience to our clients.
- Providing expertise in dealing with any Group Claims client and members with

telephonic enquiries within the agreed turnaround times and in accordance

with agreed quality standards.
- Providing regular outbound communication to clients and members within

agreed timeframes and in accordance with agreed quality standards.
- Investigating and resolving disputes related to expectations of the client or

member versus the reality of our business practice and our data

turnaround time set by the Team Leader
- Based on the nature of the phone call, providing both written and verbal follow

ups to clients, stakeholders and third parties and referring back to Group

Claims contact points (i.e. Claims Assessors) where appropriate.
- Providing regular feedback to the Team Leader, based on findings or nature of

phone queries, to assist in the ongoing development and growth of team

members within the Group Claims Department.
- Assist in providing data for call trend analysis and qualitative reporting in order

to support continuous process improvement.
- Responsible for identifying, understanding and complying with relevant

compliance requirements applicable to the position. Obligation, if become

aware of a breach, or potential breach, to report to their manager and/or the

compliance team.
- Perform other administration tasks or responsibilities as assigned from time to

time by management.

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