Claims Management Officer

We are seeking highly motivated, resilient, reliable, positive customer service professionals to join the Property Claims team. Customer service and a desire to help is key. Applicants who love to help others, thrive in a fast-paced environment, build meaningful relationships with colleagues and have an excellent work ethic, this role is for you!

You will be empowered to both lodge and proactively manage claims, with a mix of end to end and triaging, ensuring our members have a positive experience in their moment of need. Working in a fast-paced and supported environment, every day will be different. There are new people to meet and new things to learn!

• $31.62 commencement rate + superannuation + penalty rates
• Full Time 37.5 hours per week, rostered over a 5-day working week
• Rotational rosters between 7am-7:15pm Monday to Friday and 8:30am to 5:15pm Saturday and Sunday
• To ensure we set you up for success and give you all the support you need you will be required to be onsite at our Eight Mile Plains office – Work from home options can be discussed at 3-6 months.

About the role

• Assist members in a time of need with empathy and kindness. Providing support and advice.
• Lodgement and triaging of claims to set them on the best path forward from the start.
• Proactively manage claims (end to end). Completing all actions, every time, to deliver the best service.
• Answering multiple calls throughout the day, assisting all callers with a professional and empathetic mindset.
• Discuss and negotiate settlement options, articulating outcomes clearly and honestly. Ensuring all callers understand fully and agree next steps.
• Interact professionally with multiple stakeholders internally and externally. Being considerate of others at all times.
• Apply and interpret Product Disclosure Statements to determine claims acceptance.
• Apply and interpret process documentation to ensure transparency, consistency, and compliance.
• Actively participate in coaching and training to upskill and build capability within yourself and your team

About you

• You will be eager to learn, happy to pick up the phone, and have a can-do attitude
• Able to demonstrate the ability to work autonomously when required
• Strong time management, problem solving and negotiations skills
• Excellent written, verbal, and interpersonal communication skills (including managing emotionally charged situations and demonstrating emotional resilience)
• Capable of navigating and working across multiple systems
• Receptive to ongoing constructive feedback and ongoing personal development
• Demonstrated ability to adapt to an ever-changing environment

Why join RACQ?

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

By joining RACQ, you’ll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2030. We’ve invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We’ll continue to advocate for, research, and offer green solutions.

RACQ is committed to ensuring that every employee has access to flexibility in their role. We encourage all candidates to discuss what flexibility means to you, and how we can help you find your balance.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

What we offer you:

Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

• Financial benefits and discounts on a range of banking, assistance and insurance products
• Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest and EKKA.
• A range of flexible working and leave options, parental leave of 13 weeks primary carer leave, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave.
• Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives such as yoga, mindfulness and free and confidential Employee Assistance Program (EAP).
• Invest in your development with in-house development programs and access to 80,000+ online courses.

You can check out all our employee benefits at https://www.racq.com.au/about-us/careers/employee-benefits

www.racq.com.au/about/careers/our-recruitment-process

RACQ is a ‘Circle Back Initiative’ employer – we commit to respond to every applicant.

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