Customer Service Specialist

4 days ago

Macquarie Park, Australia DXC Technology Full time $90,000 - $120,000 per year
Job Description:
  • Respond to inquiries from injured workers, employers, insurance adjusters, and healthcare providers via phone, email, or chat.
  • Provide detailed explanations of workers' compensation policies, claims procedures, and benefits to customers.
  • Assist injured workers with filing claims, submitting required documentation, and understanding their benefits.
  • Investigate and resolve claims-related issues or discrepancies, escalating more complex cases when necessary.
  • Maintain accurate and detailed records of all customer interactions and claims-related activities in the system.
  • Follow up with claimants and healthcare providers to ensure all necessary information is submitted in a timely manner.
  • Monitor the status of claims and ensure all deadlines are met.
  • Collaborate with internal teams to improve customer service processes and the overall client experience.
To be successful
  • Relevant tertiary qualification in business or related discipline; or equivalent experience
  • Proven people management experience at a senior level
  • Experience analysing and interpreting statistical and performance-related data
  • Technical knowledge/industry experience:
  • Sound understanding of crucial agent remuneration drivers
  • A sound understanding of each role position and function within the claims environment and the associated performance expectations and requirements of these roles
  • Sufficient the Microsoft Office suite
  • Experience with coaching
  • Complaint management and resolution outcomes
  • Workers Compensation Insurance Policy, legislation and associated compliance issues
Employee benefits
  • Extensive resources to support your onboarding and continued development, including DXC University
  • DXC recognition, our global virtual platform which fosters a culture of appreciation and celebration with real-time reward and recognition
  • More time to do the things you love with flexible leave options, including purchased leave
  • Time to give to the community with charitable and emergency services volunteer days
  • An Employee Assistance Program to support you and your family
  • Novated leasing discounted health insurance, paid parental leave and many other discounts.

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