Seniority level
Associate
Employment type
Full-time
Job function
Administrative and General Business
Industry
Claims Adjusting, Actuarial Services and Travel Arrangements
Join to apply for the Senior Claims Assessor - Emergency Assistance role at Tokio Marine Management Australasia
About the Opportunity
The Leisure Travel Claims team contributes to the customer experience and servicing of the customers within the Travel Claims Team. As a Senior Claims Assessor and Emergency Assistance team member, you will be responsible for assessing client claims and ensuring their seamless resolution in adherence with the General Insurance Code of Practice obligations (GICOP). You will manage emergency assistance cases daily, including actioning the relevant email inboxes and responding to routine enquiries from our external emergency assistance providers. This includes being on an out of hours rotating roster to emergency approvals (compensated separately).
Responsibilities
* Independently manage a portfolio of travel insurance claims end-to-end, including managing claim enquiries received via inbound/outbound calls/emails
* Assess claims of any value, while ensuring the appropriate delegated authority is obtained before communicating outcomes
* Analyse claims in accordance with policy coverage to provide accurate indemnity decisions
* Mentor and guide other Emergence Assistance Claims Assessors, including being a point of reference for escalated matters
* Liaise with all relevant parties to provide regular updates on the progress of claims
* Active engagement of external 3rd parties where and delivering timely outcomes for our customers
* Provide exceptional customer service in accordance with our philosophy, policy and claims procedures
* Participate in case conferences, peer case discussions, and instructing third party service providers where required
* Actively identify and manage Complaints & Breaches per company risk management standards and framework
* Complete denial and other letters by applying the wording from the Product Disclosure Statement
* Maintain a claims queue of up to 80 claims and ensure that the customer is contacted within 10 business days as per GICOP standards
* Answer claim related enquiries/questions and resolve issues as a single-point-of-contact based on phone calls
* Provide claim status information, benefit coverage interpretations, and explain policy inclusions & exclusions
About You
* Diploma or Bachelor's degree in a related field (desirable) and relevant certificates
* 3+ years related work experience
* Experience within General Insurance Claims
* Knowledge of the General Insurance Code of Practice
* Ability to build rapport and empathy with customers during difficult times
* High level attention to detail, with the ability to prioritise & multitask
* Proactive attitude with a willingness to learn
* Be a great team player
* Ability to meet service levels and individual KPI's
* Decision making skills and ability to problem solve
* Sound knowledge of Microsoft Office Suite
What's it for you?
* Competitive salary package with yearly bonus and great benefits
* Novated leasing options for your assets e.g., vehicle, mobile, laptop etc.
* A flat management operating structure which means minimal levels of hierarchy and access to Executive Leaders
* Flexible working – hybrid position, WFH 2 days a week, choose your schedule
* Additional wellbeing leave day to use as you see fit in addition to optional flu vaccinations provided onsite
* Volunteer day with a charity of your choosing
* Social committee in a friendly, down-to-earth high performing culture that celebrates you
* Ongoing learning and development programs tailored to your career progression goals and ambitions
* Significant discounts with large Japanese multinational companies and other large national retailers
In return, we will give you everything you need to develop your skills and build a successful role at TMMA. If you're ready to step into a business and culture that will both challenge and excite you, apply now and let's make a difference together
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