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SalaryWe are currently recruiting for a knowledgeable and detail-oriented Insurance Specialist to join our Home Claims team as a Technical Support Officer. As a Technical Support Officer, you will provide product and system support to Claims Managers by responding to enquiries, identifying training and coaching needs and delivering immediate support at team level to assist in delivering a superior customer experience.
This role is a full time, 12-month secondment based in Sydney or Newcastle.
What you'll do
- Provide assistance to Claims Managers on technical and service matters including escalations, delegations of authority, systems queries, business procedures and policy/claim coverage questions
- Contribute to creation of development plans by leaders for Claims Managers through feedback on performance including, identified skills gaps and compliance quality standards
- Deliver timely and accurate reports on observation outcomes to Leaders as required and where appropriate analyse results and provide recommendations for improvement on an individual, team and departmental basis
- Build and maintain effective working relationships with peers and key stakeholders to help drive customer and business performance outcomes
- Adhere to corporate and legislative compliance requirements and ensure the effective resolution of all escalated complaints
- Previous Home Claims experience
- Previous Dispute Resolution, Negotiation or Mediation experience
- Extensive knowledge of Home Claims insurance products, policies, systems and procedures
- Thorough understanding of impacts of Legislation, Codes and Practices as they apply to insurance and the business
- Strong communication, relationship building and influencing skills
- High level of resilience and adaptability
- High level of written and verbal communication
- Experience with complaint handling and negotiation
- Experience in coaching / training staff and peers
