This position is no longer open for applications

Our client is a multinational company providing solutions for clients across 16 countries. Their customer service team aims to deliver an exceptional customer experience at every interaction.

About the role

You will be handling general insurance claims. This is a part-time position working from home however you must also be flexible to work in the office if required. The office is located in the Melbourne CBD, central to public transport.

These are permanent part-time positions paying $24 p/h + super during training & $25.50 per hour + super after completion of training.

You must be able to work a minimum of 15 hours per week Monday to Saturday with the expectation to flex up to 37.5 hrs per week depending on business requirements. You will have the option to select up to 3 shift preferences, with your shift confirmed before you start training.

There are 8 shift options available, all with various start and finish times. The phone lines open at 8am and close at 10pm. Shifts are spread across 2 to 3 days of work a week.

Key responsibilities include:

• Lodge new insurance claims for customers and intermediaries.
• Determine coverage through exploratory questioning, policy interpretation, and using judgment 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.
• Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims.
• 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

About You:

• Previous contact centre experience. Experience in either insurance, utilities or government industries is highly regarded.
• Exceptional communication & customer service skills
• Computer literacy and navigational skills using multiple systems simultaneously
• Demonstrated ability to achieve targets
• Experience working in a fast paced, high pressured environment preferred
• The ability to see a task through to its completion

If you are keen to be part of a global brand, committed and motivated to achieve success would love to hear from you.