- Be part of a newly created team which case manages Motor Claims Customers CEO and regulatory complaints to improve our customer's outcomes
- Proactively identify and case manage customer motor claims which require support to progress through the assessment and repair phase of the claim journey
- Any location
Preventing & resolving complaints is key to customer satisfaction. In Motor Claims Customers, we are creating a new team to case manage CEO and regulatory complaint determinations, working with customers to reach an outcome, ensuring we fulfill action plans and compliance requirements.The newly created
Hyper Care team will also proactively identify customers claims in the assessment and repair journey who require proactive case management to get them back on the road sooner.
What you'll do- Centrally case manage Motor Claims Customers AFCA Determinations and CEO Complaints
- Ensure compliance and fulfilment of AFCA action plans
- Support the reduction of frontline complaint auto escalations by identifying complaints which may require intervention and additional support
- Work closely with ICR/ECR to solve complaints, determinations and coordinate responses
- Implement insights and reporting for early detection of claims which may require additional support or intervention
- Proactively identify customers in our claims journey who would benefit or require Hyper Care case management
- Maintain clear and concise communication with customers, demonstrating empathy and understanding towards all customers
What you'll bring- Background within Insurance, preferably Motor Claims
- Proven customer relations and complaint management experience (minimum 5 years)
If this opportunity sounds like the challenge you have been looking for please apply online today. For more information, contact liam.saif@suncorp.com.au
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