Lead Specialist - Claims Assist

With over 1.2 million members RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”
Due to an internal promotion we are seeking an enthusiastic individual who has identified that they want to drive their career towards leadership and are looking for opportunities to develop their skills.
This is a fantastic opportunity to step up in to one of our high performing operational teams in Insurance, Claims Assist as a Lead Specialist.
Reporting to a Claims Assist Team Leader you will be involved in the successful operation of a team.
You will support the Team Leader with the delivery of coaching, analysing team performance, identifying and implementing continuous improvement initiatives as well as gaining an understanding to queue management (across all communication channels).
This opportunity is offered as Full Time, on a Secondment or Maximum Term basis for 9months.
What’s the role?

• Deliver a consistent RAC Insurance claims lodgement and enquiries service to members throughout the insurance claim via multiple channels
• Provide personalised attention and prompt decision making to members
• Support Team Leader with the delivery of coaching to ensure consistent and effective claims management service through knowledge sharing
• Conduct continuous improvement reviews to deliver improvements
• Design appropriate solutions, coaching referral calls and handle Tier 1 insurance disputes
• Analyse team performance and support Team Leader with implementation of feedback
• Deliver required service levels through effective management of Real Time Management
• Supervise weekend and public holiday rotation shifts to ensure a smooth and productive operation is in place

What are we looking for?

• People management and coaching experience is ideal with an interest in developing this skill
• Insurance product knowledge is advantageous
• Empathy and resilience in assisting members in difficult situations
• Proven ability to build productive relationships with stakeholders and drive valued outcomes
• Strong task planning and time management with competent decision-making skills
• Flexibility to work on a rotational roster
• Commitment to putting members at the centre of everything you do

If you are looking for an opportunity to further develop your leadership skills, have a strong member focus, thrive in a culture of continuous improvement, then we would like to hear from you. Please send us your cover letter and CV showcasing what you can bring to the team.
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Applications close COB Friday 12th January 2024.