Claims Officer

• Full-time opportunity
• Purpose-driven and value-based organisation
• Ability to work from home in a hybrid environment

Are you passionate about customer service, problem solving, claims management and making a positive difference for customers, community, and the natural environment? We're looking for an experienced, purpose driven Claims Officer to join our team, someone who enjoys dealing with customers, insurers as well as lawyers.

The Role

Reporting into Chooi-Lin Han, Manager of Claims and Case Management, you will assess, recommend, and negotiate settlement of complex claims from customers and contractors, with the guidance of the Senior Claims Officer. You will ensure timely, accurate and complete collation of information in response to requests made under the Freedom of Information Act. You will also be involved in pursuing the recovery of costs from third parties who have damaged Yarra Valley Water assets. This role requires you to support Yarra Valley Water in legal settlement conferences, mediations, and in the Victorian Civil and Administrative Tribunal.

About us

Yarra Valley Water provides essential water and sanitation services to over two million people. We are one of Australia's largest water utilities with more than 30% of Victoria's population relying on us 24/7. We're future-focused and continually work to anticipate the changing needs of our customers and stay ahead of evolving community expectations. We're shifting to a regenerative approach in our work to actively contribute to improving the natural environment we all rely on.

You'll be working in our Distribution Services Group, a fast-paced, dynamic, and rewarding operational environment, where we work together to ensure essential water and sanitation services are delivered to our customers and community day in and day out. We do this through high-quality asset management practices, operational resilience, great partnerships, and highly responsive customer service delivery.

Key Responsibilities

• Assessment, investigation, and settlement of claims for uninsured and insured damage from customers, which are managed in-house and by Yarra Valley Water Loss Adjusters and/ or Lawyers.
• Support resolution of complex claims in conjunction with the Senior Claims Officer and Lawyers, to ensure effective management of risk and liability.
• As directed by Yarra Valley Water's Risk Manager and in line with Freedom of Information legislation; undertake thorough, compliant, and complete review and processing of Freedom of Information (FOI) requests.
• Support the Senior Claims Officer to identify and design management processes that ensure the productive use of resources, including continuous improvement of the customer experience.
• Recover costs incurred from third parties who have damaged YVW assets. This requires thorough investigation and quantification of damages, viability, and execution of recoveries.
• At the request of the Senior Claims Officer, support Yarra Valley Water in legal settlement conferences, mediations, and in the Victorian Civil and Administrative Tribunal.

About you

• The successful candidate will have a Tertiary qualification in a customer service, legal or business-related discipline (desirable) and at least 3+ years of demonstrated experience
• You will demonstrate experience working within a customer service or other fast-paced environment, with the ability to manage challenging conversations.
• Demonstrates strong stakeholder engagement skills.
• You will have experience in a liability claims management or legal environment with an ability to balance legal liability with fair outcomes.
• Excellent written and verbal communication skills with the ability to convey complex information in plain English
• You will demonstrate a customer-centric mindset to service delivery, with a high level of emotional intelligence.
• Well-developed critical thinking skills with the ability to think independently, strategically and analytically.
• Strong and curious attention to detail and investigative ability

More details on responsibilities and core capabilities are HERE.

Why work with us?

• This full-time role is classified as an Officer Level 3 with a salary of $96,122.85, plus 11.5% superannuation.
• An inclusive culture, that cares deeply about people and their professional growth
• Flexibility for real. For us, it starts with trust. We're committed to creating a truly hybrid workforce - where our people are empowered to design their days with their teams, around where their work is best done - click to learn more about our hybrid working principles
• Home office set up allowance $650
• 14 weeks paid parental leave
• 15 personal leave days per year
• Ongoing training and development opportunities
• Social events, skill-sharing and networking opportunities

How to apply

Applications should include a supporting Cover Letter and Resume.
If you want to learn more, please reach out to Chooi-Lin Han on +61 401 118 ***

Closing date: Monday, 19th February 2024

Yarra Valley Water is committed to creating an inclusive workplace. We believe diversity fosters innovation and connectedness and delivers better outcomes for the diverse communities we serve. We encourage job applications from Aboriginal people, people with disabilities, young people and people from culturally diverse backgrounds.

This position is available for Yarra Valley Water employees and external applicants.

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position (which may include police records checks).