Associate – Ops

Objective of the Role
Deliver industry leading service excellence whilst maintaining a commercial focus that drives business outcomes.  Facilitate an efficient and cost-effective end to end claims experience that relieves stress and creates peace of mind for our customers in the moments that matter.
Key Accountabilities
§  Lodge new insurance claims for our customers and intermediaries
§  Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions
§  Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed
§  Negotiate and obtain collection of customer excess including appropriate education of payment options
§  Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methods
§  Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim
§  Respond to and manage claim activities; customer, supplier and repairer correspondence and complaints within agreed timeframes and obligations
§  Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent
§  Ensure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management
§  Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function
§  Accountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisation
§  Appropriate and professional workplace behaviours, assist other team members and willingly undertake other key responsibilities and activities to contribute to overall portfolio health
§  Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader
§ Shift option:
Flexi Part Time roles with a minimum of 15hrs per week offering a variety of shift options over 7 days in the week along with a variety of  start windows
Option 1 – 2daysX 7.5hr shifts (8hrs incl. lunch)
Option 2 – 3 days x 5hr shifts

Full time: 38 hrs per week offering a variety of shift options between Monday – Saturday along with a variety of  start windows

Start windows mean you can be asked to start any time between the hours of that window. You must be able to fully commit to the shift window.

WFH Requirement to be met by the successful candidate:
-          Dedicated private work area
-          Ergonomically set up (desk/chair)
-          Reliable Internet
-          Active Landline connection
-          Monitor
-          First aid kit and fire blanket