High Care Senior Motor Claims Consultant

The role:

As our new High Care Senior Motor Claims Consultant, you will be managing a portfolio of end-to-end motor claims for customers experiencing vulnerability and/or a traumatic claim event that present in varying levels of complexity. You will be responsible for delivering an exceptional customer claim experience balanced with the accurate application of policy interpretation and claims decisioning.

You will:

• Be responsible for end to end management of a portfolio of complex, high value and sensitive motor claims
• Review each referred claim for acceptance in line with the ICA, PDS and prior to internal dispute resolution or Ombudsman determination
• Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life
• Identify & raise potential risks or compliance issues to Management
• Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer
• Accurately underwrite claims and make determinations on cover
• Review duty of care application by customer and apply reasonable care assessment as a key part of decision making
• Liaising with internal and external stakeholders across underwriting, assessing, suppliers, complaint and hire car teams to coordinate claim finalisation
• Identify vulnerability experience by the customer and ensure support services offered
• Be pro-active in supporting your team whilst also working independently
• Take ownership of their learning and be open to feedback, be solution focused and enjoy new challenges

What experience you'll bring:

• Motor Claims experience preferred
• Excellent customer service experience essential
• Experience in insurance with a demonstrated knowledge and application of technical claim management desirable
• Exceptional communication and conflict resolution skills required with the ability to develop strong relationships with stakeholders
• High level of emotional intelligence, able to drive for results, focus on outcomes and well-developed negotiation skills
• Strong understanding of GICOP requirements

Our perks:

• Location – Kawana - This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we're only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us:

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.

Our range of general insurance products protect customer's most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

Our culture of 'high performance with high integrity' underpins our values and the way we interact with our customers, the community and each other. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

• Motor Claims experience essential

• Exceptional Customer Service experience essential

• Demonstrated knowledge and application of technical claim management

• Exceptional communication and conflict resolution skills required

• Ability to develop strong relationships at all levels with both internal and external stakeholders coupled with a high level of emotional intelligence.

• Broad ability to drive for results, focus on outcomes and well-developed negotiation skills.

Strong understanding of GICOP requirements

• Managing a customer's experience from lodgement to fulfilment using strong communication tools such as empathy, engagement, listening and understanding.

• Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer.

• Establish and maintain rapport with the customer through claims processing, claims service and compensation service.

• Accurately underwrite claims and make determinations on cover.

• Review duty of care application by customer and apply reasonable care assessment as a key part of decision making.

• Constantly manage claims towards finalisation.

• Liaising with internal and external stakeholders across underwriting, assessing, suppliers, complaint and hire car teams to coordinate claim finalisation.

• Communicate processes and next steps clearly verbally and/or in writing to customer.

• Identify vulnerability experience by the customer and ensure support services offered.

• Effectively listen and understand the needs of the customer and what is important to them to enable efficient momentum on claims where vulnerability have been identified.

• If required recommend to Team leader to amend BAU process to accommodate vulnerability.

• Provide great customer service whilst remaining rational and emotionally impartial to the outcome.

• Demonstrating excellent motor claims processing skills and experience to benefit the customer and the Technical Motor claims team.

• Complies with all applicable regulations related to the Motor product and Technical Motor claims processes.

• Responsible to communicate with customers and other stake holders on claim related matters.

• Be pro-active in supporting your team whilst also working independently.

• Take ownership of their learning and be open to feedback, be solution focused and enjoy new challenges.

• Assist Technical Manager and/or Head of Specialised Claims & Investigations with additional projects or tasks where required.