Brief Description
The role
Join us as a Total Loss Consultant to provide exceptional customer service while efficiently managing all aspects of the Total Loss process, ensuring compliance with all relevant legislative requirement
You'll also be 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.
To achieve our goal of delivering outstanding service, you will need to 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 an 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, administration of documents and complex problem solving.
Ability to work to strict deadlines and developing best practice protocols with minimal supervision.
Effective & proactive management of claims to finalization, inclusive of salvage.
What Experience You'll Bring
Exceptional customer service engagement and service delivery.
Excellent ability to prioritise work.
Strong conflict resolution and management skills.
Ability to understand and 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 communication skills.
Good analytical and problem solving skills.
Attention to detail and consistent high standard of output.
Ability to adapt to seasonal work volumes and accepting of change.
Results driven.
Well developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in the FSR environment.
The Benefits Of Working At A&G
Location – North Lakes: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side's best retail outlets, restaurants and other amenities. This is an on-site role.
Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
Grow with us - we've got learning and professional development opportunities to suit everyone.
Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.
About Us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.
We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.