Associate – Ops

Deliver industry leading service excellence whilst maintaining a commercial focus that drives business outcomes.  Facilitate an efficient and cost-effective end to end claims experience that relieves stress and creates peace of mind for our customers in the moments that matter.

Key Accountabilities

• Lodge new insurance claims for our customers and intermediaries
• Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions
• Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed
• Negotiate and obtain collection of customer excess including appropriate education of payment options
  
• Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methods
• Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim
• Respond to and manage claim activities; customer, supplier and repairer correspondence and complaints within agreed timeframes and obligations
• Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent
• Ensure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management
• Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function
• Accountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisation
• Appropriate and professional workplace behaviours, assist other team members and willingly undertake other key responsibilities and activities to contribute to overall portfolio health
• Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader

Qualifications

• Relevant tertiary qualification desired (Business, Finance, Commerce)

Experience

•  1-2 years working in general insurance preferred
• Call centre experience preferred
  
• Experience working within a customer service environment
• Computer literacy and navigational skills using multiple systems simultaneously
  
• Demonstrated ability to achieve targets
• Experience working in a fast paced, high pressured environment preferred