Claims Administrator Officer

About the role:  

Europcar are seeking a full timeClaims Administratorto join our Claims team located at our Head Office in Tullamarine, Victoria on a 12 month maximum term maternity leave contract. 

The successful candidate will be responsible for handling the backend administrative duties and proactively contacting customers regarding damages and complete a form detailing information gathered on the call. 

What's on offer: 

• Competitive salary package 
• Continuous learning and professional development opportunities 
• Earn cash rewards through our Employee Referral Program for successfully referring candidates 
• Enjoy significant employee discounts on various offerings, such as discounted car rentals for yourself, family, and friends, as well as pet insurance and more 
• Be part of an internationally recognised brand with prospects for national and global career growth 
• Access to Employee Assistance Program and the top-rated Calm App for mental fitness 
• Experience a positive workplace culture, collaborating with a dynamic, supportive, and high-achieving team

  Some of the key responsibilities include:

• Investigate vehicle damage cases, advise probable outcome and communicate to customer and internal departments
• Gather and sort relevant information in order to raise and process new claims
• Deal with telephone inquiries regarding claims and provide information as requested
• Maintain accurate file notes surrounding financial transactions and case development
• Respond to email queries relating to DLF charge/refunds
• Proactively resolve any issues that may inhibit the flow of work
• Develop a sound knowledge or Europcar Rental Terms and Conditions
• Code and data key new files
• Guiding renters on how to proceed with the claim
• Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with company guidelines
• Taking responsibility for productivity and profit
• Assist in the recovery process if required
• Review and achieve monthly targets. 
• Progress damage incident cases in the Case Management System within SLA
• Initial assessment of incidents validity.
• Transparently share information with impacted parties.
• Summarising case details and submitting for recovery decision and to impacted parties
• Linking damage incident with repair costs and calculating charges to be recovered.
• Monitoring and follow up if required of charging, disputes, chargebacks, true-ups for each case owned in the Case Management System

To be considered for this position you should possess: 

• Minimum one (1) years of Claims Management experience (preferable in motor claims), including Insurance Replacement Recoveries for loss of revenue or rental
• Prior customer service experience is essential  
• Intermediate to Advanced knowledge of MS Excel
• Exceptional level of communication skills, both verbal and written
• Ability to work in a fast paced environment and under pressure to meet deadlines
• Ability to address customer complaints and resolve conflicts in the best interest of all parties involved

About Europcar Mobility Group

Europcar Mobility Group is a major player in mobility markets and listed on Euronext Paris. Europcar Mobility Group’s purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner. With this in mind, the Group offers a wide range of car and van rental services – be it for a few hours, a few days, a week, a month or more – with a fleet that is already "C02 light" and equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).

Customers’ satisfaction is at the heart of the Group’s ambition and that of its employees. It also fuels the ongoing development of new offerings in the Group's three service lines - Business, Leisure and Local - which respond to the specific needs and use cases of both businesses, professionals and individuals. The Group’s 4 major brands are: Europcar® - the European leader of car rental and light commercial vehicle rental, Goldcar® - the low-cost car-rental Leader in Europe, InterRent® – ‘mid-tier’ car rental and Ubeeqo® – one of the European leaders of round-trip car-sharing (BtoB, BtoC).

Europcar Mobility Group delivers its mobility solutions worldwide solutions through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).

Further details on our website: www.europcar-mobility-group.com 

IMPORTANT: Europcar Mobility Group conducts pre-employment screening checks on all prospective employees to verify prospective employees are not recorded on an International Sanctions List.  By submitting your application you consent to Europcar Mobility Group completing a check as part of its recruitment process.

Please note, only shortlisted candidates will be contacted.