Senior Claims Officer

Ambrose Construct Group are a nationwide industry leader in insurance building repairs. We pride ourselves on providing unrivalled Customer Satisfaction and Quality Workmanship on each and every repair we conduct.
Due to our current expansion, an exciting opportunity has become available in our Sunshine Coast office for 3 x experienced Senior Claims Officers to join our team.
This is a customer service focused position and involves liaising with the insured to update them on schedules and claim progress via email and phone to ensure customer satisfaction.
The role:

• Assist with Customer Service Emails, reply to emails & forward emails to the person the email relates to on a daily basis (manage team workflows)
• Assist/mentor new starters and team member with training and development
• Assist team leaders with arranging Training and compilation & the maintaining of training documents
• Oversee claims team handling of complex claims
• Answer phone calls from our Insurers, Customers, Suppliers & Internal staff on a daily basis & be able to assist where necessary, transfer calls to the correct area when needed
• Accept New Claims from the Insurance Companies
• Log New Claims/Makes Safes on a daily basis
• Contact Customers to book new jobs and send to the Estimators once confirmed/ update Estimators calendars for appointments
• Process Approvals – generate Authority to Proceed Letters/QBCC Contracts and send to the customer by post or email
• Process Incoming Authority to Proceed letters & QBCC Contracts when returned from the Customers
• Process Excess Payments & daily follow up calls with customers on Excess/Authority to Proceed letters
• Courtesy calls (follow up calls) to our Customers on a daily Basis - re all areas of their claim
• Allocate jobs to our Supervisors once we have received all of the signed Documentation/Excess payments and this has been processed within our system
• Logg Variations/EOT’s to the job & processing approvals when applicable
• Update our Systems and our Insurers Systems on a daily basis regarding the status of jobs and actions undertaken
• Keep the Insurer up to date on a daily basis with all areas of the claims
• Work closely with our Estimators/Supervisors on a daily basis providing information to them at all times when needed
• Project Administration assistance
• Purchase of QBCC Home Warranty Insurance
• Manage claims from commencement to completion
• Accept claims and initiate the claims process in accordance with standards of customer service and efficiency
• Provide and receive detailed, accurate and timely information to and from subcontractors to ensure quality of service to the customer
• Communicate effectively and consistently with clients to ensure relevant information is presented and potential issues are dealt with
• Respond to client requests in accordance with standards of quality, customer service and efficiency
• Update and escalate issues to senior management in regard to client communication

About you:

• Claims experience in a similar role within the insurance building space is highly desirable
• Administration experience
• High-level computer skills across systems and Microsoft Office suite of programs
• A good typing speed
• Keen attention to detail
• Excellent verbal and written communication skills
• A proactive nature and be keen to work as a member of a highly successful, KPI driven team
• A great attitude

What Ambrose Construct Group can offer:

• A supportive, safe, and encouraging workplace culture with a passionate team who are proud of their work
• A competitive remuneration package based on your experience level
• Access to our Employee Assistance Program
• A Referral program that awards you with $2000 for referring a successful candidate, so you can be rewarded for supporting your team’s growth.
• A seamless induction, professional development and learning opportunities
• Modern office facilities and resources
• Staff morale and engagement initiatives such as weekly morning tea and monthly BBQ

Ambrose Construct Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Please note: Only short-listed applicants will be contacted.
If this sounds like the role for you, apply now!