Risk & Insurance Officer (V25/9858)

Position Number: P00128

Directorate: OCEO

Service: Risk and Audit

Location: Katoomba HQ

Date Created/Updated 2025

Position Classification: Band: 8

POSITION PURPOSE/OBJECTIVE

The Risk and Insurance Officer manage a portfolio of insurance claims from across a range

of insurance policies. The position requires you to build empathetic and courteous

relationships with claimants and focus on fair and just evaluation of their claims.

RELATIONSHIPS

Reports to: Program Leader Risk & Audit

Staff Responsibility: Nil

Key Internal Relationships: All Council staff

Key External Relationships: Claimants

Council's contractors Insurers

KEY RESPONSIBILITIES

• Contribute to help Council deliver its sustainability goals.

• Manage a portfolio of claims from lodgment to completion.

• Make regular contact with claimants to provide timely update on their claims.

• Build professional relationships with council staff and Council's insurers.

• Investigate supporting evidence provided by claimants and gathered from council staff

and contractors, and other interested parties.

• Assess and make recommendations on the decision of each claim.

• Complete quarterly reports on claims history, payout frequencies and amounts, and trend

monitoring and analysis for Council's governance committees.

• Identify opportunities to minimise future claims.

• Ensuring Council's policy coverage is suitable and current.

• The role also provides the opportunity to be involved in other team tasks such as internal

audit, enterprise risk management, fraud and corruption prevention and business

resilience and on occasion assist with Workers Compensation claims.

Guiding Principles

• We act as one organisation responding to the changing needs of our community while

protecting and enhancing our World Heritage environment

• We are strategy led, driven by our Community Strategic Plan with clear priorities and focus

• We are service focused we continuously improve service provision and provide excellent

customer service

• We collaborate and work together to achieve our outcomes

• We ensure safety and well-being is at the centre of our organisation, operations and

culture for our employees, our community and our environment

• We are a socially, environmentally and financially sustainable organisation, living within

our means, ensuring best value resource allocation

These Guidelines complement the Council's adopted Values of: Work Together; Work Safe

Home safe; Service Excellence; Value for Money; Trust and Respect; and, Supporting

Community

Workplace Health & Safety

Ensure compliance with WHS obligations and responsibilities as outlined in Councils policies

and procedure and under the relevant WHS legislation. These include but are not limited to

implementation of policies, procedures and work practices within your relevant portfolio and

provision of sufficient resources to ensure compliance with WHS legislation; ensuring duty

of care through keeping updated on relevant WHS and well-being matters within your

relevant portfolio; ensuring incidents, hazards, risks and well-being are understood,

minimized and managed effectively in a timely manner within your relevant portfolio including

escalation of issues where appropriate; provision of advice, support, equipment and training

to your staff members to enable compliance with Councils WHS policies and WHS legislation.

Council supports workers right to cease or direct cessation of unsafe work.

COMMUNICATION

This position undertakes written communication in the form of reports, memos

and emails.

Examples will include:

• Emails to staff clarifying details of claims and to insurance providers to clarify and submit

details of claims;

• Memos describing recent trends and cases which shall be provided to the Executive and

Audit, Risk and Improvement Committee;

• Reports of claim frequencies, payout amounts and trend analysis.

This position also requires empathetic verbal communication over the phone and in person

with claimants, staff and insurance providers.

JUDGEMENT & PROBLEM SOLVING

This role ensures that current processes are fit-for-purpose and efficient, and will offer an

opportunity to identify areas for improvements that reduce staff effort and / or reduce costs to

Council.

The position requires the incumbent to ensure all claims follow a transparent and standard

process that ensures claimants are treated in a fair and just manner. All decisions and

recommendations will be supported by senior team members, as well as Council's insurers

where required.

SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

ESSENTIAL

• Excellent written and verbal communication skills

• Ability to explain complex issues and concepts

• Positive and proactive attitude to change

• An empathetic disposition, with an understanding of the importance of fair and just

decisions

• Ability to identify improvement opportunities

• Experience in report writing and trend analysis

• A team player with a passion for learning

• Ability to use MS Office

DESIRABLE

• Previous experience or education related to insurance, business management, customer

service or process improvement.

• Previous experience in claims management.