General Insurance Claims – Dispute Resolution Consultant

3 weeks ago

Port Melbourne, Australia Vero Insurance Full time
Jobs - Job Details - General Insurance Claims – Dispute Resolution Consultant

Careers at Suncorp

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General Insurance Claims – Dispute Resolution Consultant

Job No: 671409

Sydney - Inner Suburbs & CBD, Brisbane - Inner Suburbs & CBD, Melbourne - Inner Suburbs & CBD, Various

Max Term Full Time

Human Resources & Training, Insurance

Pay Band 4

Join a team of devoted problem solvers dedicated to getting the right outcomes for their customersHybrid working, flexible start times and the autonomy and freedom to plan your day12-month full-time contract

The Customer Relations team is committed to continuously improving the quality of our customers’ experiences. We have the benefit of complete oversight, the necessary relationships and are a team of critical thinking experts that are solely motivated in using the examples we’re presented with, to improve the way in which we interact with our customers and more broadly their experience with general insurance products.

What you’ll do

You will manage the complete review and issue the final response to our customer’s verbal and written complaintsYou will seek out fair and reasonable decisions for difficult or complex situations by examining all sidesYou will be ethical and invested in your resolveYou will interact intuitively and identify quickly the next steps and put these in motionYou will be a personable and excellent communicator with the ability to adapt your interaction and articulate for the customerYou will evaluate & interpret policies and apply the necessary discretionsYou will be balanced in the needs of the business and the customer in order to effectively resolve complaintsYou will facilitate timely responses to all verbal and written customer complaints and complimentsYou will retain existing business through your ability to overcome objections, timely resolution of customer concerns and your innate ability to connect with and understand peopleYou will meet all regulatory or legislative requirements including General Insurance, ASIC RG271 and the Insurance Contract ActYou will accurately record and maintain customer information relevant to the resolution of complaintsYou will support managers and leaders by identifying trends and making informed recommendations to meet our combined objectives

What you’ll bring

Minimum 12-18 months in a general insurance claim or product role across Motor and Property InsuranceAdvanced ability to coordinate and manage your own portfolio in line with customer expectation, regulatory and industry code timeframesPersonal attributes of self-awareness, empathy and resilience are crucialAdvanced knowledge of products, systems and processes, relevant compliance standards, legislative requirements and industry codesDispute resolution, negotiation or mediation studies desiredComprehensive knowledge of industry complaints, industry trends and process and proceduresComprehensive understanding of AFCA terms of referenceWorking knowledge of team standards and metrics, centre benchmarks and company standards

What we can offer

An attractive employee benefits package across our Insurance, Banking & Superannuation productsHybrid office & WFH environment or arrangements Flexible start times and the freedom to plan your day/weekPaid parental leave of 16 weeks for the primary carer and 3 weeks for the secondary carerNumerous discounts with our corporate partners (retail & shopping / travel & holiday / health & wellbeing)We offer support and various programs for our people: (Employee Assistance Program (EAP), Health & Wellbeing, Study Support, Employee Referral Program, Facilities for nursing mothers, Company share options, Social club, Years of Service Recognition)

Advertised: 17 May 2024 AUS Eastern Standard Time
Applications close: 07 Jun 2024 AUS Eastern Standard Time

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