Total Loss Consultant (95367)

The role

To deliver excellence in customer service and effectively administer all required functions of the Total Loss process, adhering to all relevant legislative requirements.

Responsible for delivering optimal levels of customer service performance and best practice process application for all Total Loss Motor Claims, from time of assessment to disposal of salvage. To work in support of Assessing and external stakeholders (including government agencies and salvage companies) to ensure delivery of the Assessing Operations core Value Proposition, and customer service needs.

Perform in a manner, with behaviours, habits and attributes that create excellence in customer centricity, timeliness, professionalism, accuracy and embedding the required standards of customer service delivery throughout the National & State employee group.
 
 
Position Accountabilities 

• Provide and excellent standard of customer service
• Ensure salvage is released for sale at the earliest possible opportunity 
• Effectively manage compliance with WOVR (Written Off Vehicle Register) requirements in all jurisdictions
• Maintain and administer data entry requirements for all salvage vehicles to enable accurate reporting
• Perform relevant required tasks to support the processing and payment of claims
• Maintain a standard of work that complies with internal policy procedural and legislative requirements
• Compile monthly reports illustrating salvage return rates and reconciliation of salvage sold to written off
  vehicles
• Effective verbal & written communication skills.
• Manage a multi task ‘blended’ customer services role including inbound calls, outbound calls,
   

Qualifications & Experience 

• Exceptional customer service engagement and service delivery
• Excellent ability to prioritise work
• Strong conflict resolution and management skills 
• Ability to understand an interpret legislation and policy conditions as it relates to the individual 
• Calm under pressure
• Excellent team member who can positively support colleagues and our wider business
• Strong written and verbal communications skills
• Good Analytical and problem solving skills 
• Attention to detail and consistent high standard of output
• Ability to adapt to season work volumes and accepting of change
• Results driven