Associate – Ops

This is a fully remote position, open to applicants in Australia.

📋 Description

• Initiate new insurance claims for our clients and intermediaries.

• Assess coverage through detailed questioning, policy analysis, and applying judgement to make informed decisions.

• Enhance the customer experience by clearly outlining expectations regarding the claim process and effectively conveying how the claim will be handled.

• Negotiate and secure the collection of customer excess, including providing adequate education about payment options.

• Responsible for financial outcomes that affect claims costs by applying the correct policy limits, relevant laws, and utilizing preferred suppliers/repair methods.

• Address and manage inquiries from customers, suppliers, repairers, and third parties regarding existing claims via the customer's preferred communication channel, focusing on cost management and the timely progression and resolution of claims.

• Ensure that the information provided to customers is clear, complete, and accurate, grounded in a solid understanding of claim policies, processes, and their objectives.

• Complete a review for every claim interaction; coordinate with suppliers and repairers to ensure a prompt replacement and/or repair experience for our customers, efficiently advancing the claim and contributing to a reduction in the overall claim duration and effective financial management.

• Identify opportunities to enhance processes and systems, participating in their testing to improve the overall efficiency and cost-effectiveness of the Claims department.

• Be a proponent of change and a positive ambassador for the benefits and opportunities available.

• Take responsibility for personal development and professional learning goals, actively engaging in the performance review process alongside your direct leader.

⛳️ Requirements

• A relevant tertiary qualification is desired (Business, Finance, Commerce).

• 1-2 years of experience in general insurance is preferred.

• Call center experience is preferred.

• Experience in a customer service environment is essential.

• Proficiency in computer literacy and the ability to navigate multiple systems simultaneously.

• Proven ability to meet targets.

• Experience in a fast-paced, high-pressure environment is preferred.

🏝️ Benefits

• Incentives.

• Rewards and Recognition program.

• Laptop.

• Headset and Phone set provided.