SENIOR CLAIMS SERVICE CONSULTANT LEVEL | QLD, VIC, NSW & SA | JUNE POSSIBLE START DATE
About the role
Follow the AAL Claims Management Process.
Managing a high-volume of inbound and outbound calls.
Responsible for end-to-end claim management and dealing with stakeholders to progress the claim forward.
Ensure and maintain knowledge of current legislation and how this impacts claims management, applying soundly based decision-making to all claims and consistently making liability decisions of increasing complexity at claims lodgement and throughout the life of the claim.
Support capability development by coaching less experienced members of the team (when required).
Manage a portfolio of claims from validation to finalisation within PCA authority levels and ensure that client is kept informed as per communication requirements.
Review claims and authorise payments for other team members within allocated authority, ensuring adherence to AAL standards to minimise leakage and increased cost of claim.
Manage claimant as well as internal and external stakeholder expectations and relationships. Build and maintain positive working relationships within the team and greater business unit.
Tailor communication skills to suit client interactions, by matching voice tone, pace and style appropriately.
Ensure compliance with all sections of the General Insurance Code of Practice, following processes and procedures to avoid legislation breaches.
Provide timely and effective response to customer needs and the accurate processing of claims, adhering to AAL phone standards.
About you
Tertiary / Industry-specific qualifications (preferred).
Retail property experience.
A genuine passion for customer obsession.
Demonstrated ability to work in a fast-paced environment and adapt to change.
Meet specific technical capability and competence standards that are required for professional progression within AAL, including the submission of a portfolio of supporting evidence (For AAL employees only).
Experience in handling claims management processes and procedures across a variety of general insurance product lines gained in a complex, matrixed general insurance organisation.
Able to work collaboratively in a team environment with demonstrated experience of coaching and building capability.
Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision-making.
Pays high attention to detail by completing tasks with thoroughness and accuracy and has the ability to quickly identify errors or inconsistencies within information.
Demonstrated evidence of technical proficiency with systems, software, databases, reporting and communication tools.
Excellent verbal and written communication skills, combined with the ability to balance understanding, empathy and compassion with the best commercial outcome for AAL.
A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.
Benefits and perks
Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!
Work-life balance: Enjoy our flexible, hybrid work arrangements, and tailored workplace adjustments, where possible.
Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer!
For more details about our benefits, visit the Allianz Careers site.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Adjustments and support
If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to car••••@allianz.com.au for a confidential conversation.
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