Job Description:Position PurposeTo support the overall business in responding to complaints in a timely fashion and assist in compliance with, and identification of breaches of, the General Insurance Code of Practice.
Main Accountabilities- Intake, distribution, follow up and respond to escalations / complaints received from key clients
- Preparation of General Insurance Code of Practice breach reviews and timelines for key clients
- General Insurance Code of Practice data integrity audits
- Open complaint reviews to identify opportunities to resolve and progress contentious claims
- Preparation of monthly and ad hoc complaint and General Insurance Code of Practice reports for key clients
- Comply with client Service Level Agreements
- Liaising with internal External and Internal Claims Adjusters, other Crawford staff including Contractor Connection and external service providers and suppliers
- Client relationship management
- Triage overflow assistance
- Ad hoc administrative functions
Key Working Relationships- Global Service Line Managers
- Business Managers
- External Claims Adjusters
- Internal Claims Adjusters
- Customers, insurers, insurance brokers, suppliers and contractors
Experience/Knowledge/Abilities
Experience- Exposure to insurance claims required
- Exposure to General Insurance Code of Practice preferred
Technical Skills- Excellent computer abilities
- Report writing skills
- Experience with claims databases preferred
Essential Skills- Professional
- Empathetic
- Analytical, numerate and accurate
- Team player
- Ability to work autonomously
- Ability to work to deadlines
- Good organisational skills
- Excellent verbal, written communication and interpersonal skills
Education- Educated to Year 12
- Certificate IV in financial Services (General Insurance Tier 1) preferred
- Willing to undertake further study and training to support and enhance position requirements
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