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Assessing Support Officer

4 months ago

Lidcombe, Australia Auto & General Full time

About us

At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers 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.

The role

The Assessing Support Officer is responsible for administrative tasks and activities related to all components of the claim, are well-prepared for the assessment of a damaged vehicle. In this role, you will play a vital part in ensuring a smooth and efficient assessment process thereby reducing claims duration and positively contributing to excellence in customer service delivery.

Proven ability to deliver optimal levels of customer service by adhering to best practice documented processes with a significant emphasis on HiYA compliance.

Collaborate closely with on-site assessors, teams in different locations, and various internal and external stakeholders, including repairers and towing companies, to contribute to improved claims timeliness and reduction in assessment duration.

Perform in a manner, with behaviours, habits and attributes that create excellence in customer centricity, timeliness, professionalism, accuracy.

  • Provide exemplary customer service, diligently following all relevant system and administrative protocols outlined in the knowledge system.
  • Maintain consistent and proactive communication with customers, ensuring they are continuously informed about the progression of their vehicle repairs to completion.
  • Communicate professionally with repairers and tow operators to achieve a mutual understanding of forthcoming steps.
  • Using your skills, knowledge and experience, provide appropriate advice and guidance to customers to inform their decision making leading to optimal assessing, repair, or total loss resolutions.
  • Facilitate rebooking and pathing activities by guiding customers into our Internal Assessment Centres (IACs) and repairer network.
  • Actively identify and appropriately act on instances of customer dissatisfaction to resolve them following the complaint management systems and protocols. Escalate any unresolved complaints as required.
  • Effectively manage all aspects of repairer services throughout the fulfilment process, which encompasses inbound and outbound calls emails, administrative duties, and support for assessing teams.
  • Proactively manage all administrative activities from booking to assessment authorisation.

What experience you’ll bring

  • Highly developed verbal communication skills with the ability to influence stakeholder outcomes, accompanied with strong written communication skills.
  • Previous experience working in the Insurance industry, with demonstrated strong customer service skills.
  • Strong computer skills with previous experience working with industry specific programs, or the ability to quickly learn the necessary systems.
  • Ability to effectively prioritise tasks and manage workload, with the ability to adapt to unexpected demands as necessary.
  • Demonstrated ability to deal with challenging situations in a calm and professional manner, applying a problem solving, solutions focused approach when dealing with internal and external stakeholders.
  • Team player who thrives on providing positive support to colleagues and contributing to the broader organizational goals.
  • Demonstrated professional approach to work.
  • Well developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in the FSR environment

Our perks

  • Extra leave - Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
  • Paid parental leave - We support our new parents with paid parental leave and other benefits.
  • Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
  • Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
  • Employee discounts - You’ll receive discounts on Budget Direct insurance products.
  • Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
  • Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
  • Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
  • Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

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.