Desktop Assessor

**Desktop Assessor**
- **Permanent Role**:

- **Melbourne or South Australia location**

**About the role**:
The Desktop Assessor is accountable for accurately assessing property damage via multiple assessing platforms including but not limited to; desktop assessing, virtual assessing, and when required onsite/on-road assessments.

The Desktop Assessor is required to determine claim quantum and scope under the relevant PDS. Through their customer interactions, and support for Claim Managers, Desktop Assessors deliver brilliant service, providing customers with peace of mind during the claims process.

**More specifically, you will**:
**Provide brilliant service to our customers**:

- Deliver professional and brilliant service when completing virtual and desktop assessments, interacting with customers on the Claims Manager's request - creating, accepting and rejecting the scope of work for claims - in line with the relevant PDS and Suncorp's service excellence standards and principles (be genuine, make it easy, own it and find solutions).
- Proactively communicate clear and accurate advice, solutions, timeframes and claim progress to stakeholders, Customers, Claim Managers, Repairers and Suppliers.
- Support the Client Manager to identify customer resolution strategies to minimise customer escalations.
- Proactively promote and communicate the benefits of our digital experience capabilities and elevate the customer interactions through the efficient and effective use of technology.
- Identify customers experiencing vulnerability and take appropriate action to ensure the customer is supported.
- Build effective and trusted relationships with stakeholders to meet customer and business needs; and support best practice claim outcomes.
- Respond to customer and stakeholder requests within expected or agreed timeframes.

**Effective assessing of claims**:

- Assess the property loss or damage via the virtual assessment platform or onsite to determine policy coverage (claim quantum, scope & schedule) and determine reserve within delegation levels.
- Determine an appropriate claim fulfilment method that balances customer needs with business outcomes.
- Clearly document all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims.
- Contribute to claims cost control via following the panel selection process, reviewing quotes via ICBM platform & refining with repairers where necessary, and early identification of potential recovery action.
- Assess the quality of the repairs via Quality Assurance processes and frameworks when required
- Maintain current PDS knowledge to enable accurate coverage decisions and deliver fair and reasonable costs.
- Follow and implement the Assessing & Repair strategy for working loss.

**Proactive risk management & compliance**:

- Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
- Identify potentially fraudulent activity and immediately report anything suspicious to your leader.
- Identify unacceptable underwriting risks through virtual assessments or onsite assessments and report these to your leader.
- Ensure compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, IDR processes).

**Positively contribute**:

- Identify insights and performance feedback on the repairers via dedicated feedback mechanisms and report these to your leader.
- Identify any process or customer experience improvements and share these with your leader. Where appropriate, also share these improvements with your peers and stakeholders.
- Stay abreast of new repair techniques and stay current with industry standards and share with peers.
- Actively support others during major events and catastrophes, in line with the Event Response Plan.
- Take ownership for learning and development to uplift skills and capabilities.
- Role model the Suncorp Our Compass Behaviours and Code of Conduct.
- Positively contribute to team and take action to enhance own and others' safety and wellbeing.

**About You**:

- Industry qualifications e.g. studying or a completed ANZIF Diploma of Loss Adjusting, Cert IV in General Insurance (desired)
- Qualifications in building or allied trades (desired)
- Competent computer literacy and navigation skills (mandatory)
- Minimum 2 years insurance experience (desired)
- Minimum 2 years' experience as a proven performer in customer service roles (mandatory)
- Experience in compiling scope of works (desired)
- Claims process knowledge (desired)
- Previous experience as an Assessor (desired)

**Key Capabilities**
- Competent computer literacy and navigation skills
- Exceptional customer service experience and an ability to deliver a brilliant experience based on customer needs.
- Advanced written, verbal communication and active listening skills
- Technical expertise for use of devices with Virtual Assessing