Address- Remote/Work from home opportunity open to candidates Australia wide
- Multiple positions available within our Home Claims team
- Permanent opportunities available starting on 1st July 2024
About Hollard
Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, and pet. Hollard’s unrelenting focus on diversity and inclusion, collaborative partnerships, and delivering great customer outcomes is at the heart of its business model, driven by its purpose of “Using our expertise, integrity and humanity to go further, together".
Your team
Home Claims forms part of our Operations department which is known as the heart of Hollard. Our culture revolves around working collaboratively to achieve the best outcomes for our customers. We support one another, ensuring all Hollardites are set up for success.
Home Claims is all about making a difference for our people and the communities they call home, enabling our team members to place our customers at the heart of their decisions. Our Home Claims employees provide support and understanding for customers in some of their most challenging times, while finding outcomes that get them back in their homes safely and swiftly.
The Multi-Skilled Claims Specialist in Home Claims is responsible for assisting with the immediate response to events and the continuous improvement model within Home Claims Operations. This role requires an adaptable individual with strong interpersonal skills, the ability to work effectively with various stakeholders, and a commitment to delivering exceptional customer service and support. The successful applicants will be required to respond to requests and changes in focus quickly and accurately from Senior Management, alongside preparing and supporting the execution of knowledge management practices and embedment across the greater Home Claims Department.
Your duties & responsibilities
- Collaborate and network with a diverse range of stakeholders to facilitate efficient event response, including lodging claims, contacting customers, managing claims, addressing inquiries and handling incoming calls.
- Communicate with the insured, policyholders, and other relevant parties to gather necessary documentation and information related to the claim and ensure these parties remain well informed of claim progress updates as required
- Set reserves and raise payments within scope of authority, settling claims in the most cost-effective manner, and ensure timely issuance of disbursements.
- Address a range of matters raised by customers to support the provision of a high standard of customer service, including investigating, responding to, and escalating any client issues accordingly.
- Serve as subject matter experts (SMEs) within the team, providing expertise and guidance in claims management and customer service.
- Identify, manage and resolve customer complaints promptly and effectively to ensure high levels of customer satisfaction and retention.
We believe in setting our employees up for success, which is why we provide 6 weeks of training. Our training program is conducted virtually so you can gain all the knowledge you need to excel in your role.
The start date for these roles is 1st July 2024.
Your knowledge & experience
- 2+ years of claims experience
- Demonstrated ability to act as an SME, providing guidance and expertise to colleagues as needed.
- Excellent problem-solving skills and attention to detail, with a focus on delivering high-quality service to customers.
- Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.
- Experience in knowledge management systems and training development is advantageous.
Working at Hollard
At Hollard you will be part of a supportive, valued and committed team. You will enjoy a challenging and rewarding work environment, career progression opportunities and great staff benefits and corporate discounts. We also offer many benefits to support your professional development and wellbeing including:
- Professional and technical development opportunities
- Additional leave options, including 5 well-being days each year
- Novated lease options
- Generous employee insurance discounts
- Corporate employee discounts from various retailers
- Wellbeing benefits e.g., vaccinations, health insurance discounts, mental wellness training professional memberships, EAP
Hollard is unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences (including as relate to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity). These enhance cognitive diversity and psychological safety in our workplace for everyone.
Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance.
Even if you don’t meet all our selection criteria, we encourage you to apply.
Please note that a full background check will be completed on the successful applicant.
NO AGENCIES. We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard employees in relation to this role or others. Only direct applications will be considered.
