High Care Senior Claims Consultant

3 weeks ago

North Lakes, Australia Auto & General Full time

The role:

As our new High Care Senior Claims Consultant, you will be managing a portfolio of end-to-end 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.

Position Accountabilities:

  • End to end management of a portfolio of complex, high value and sensitive claims
  • Reviewing 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
  • Identifying and raising 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:

  • Excellent customer service experience essential
  • Experience in insurance or a similar product with a history of working in a high paced environment 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

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.

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.

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