Main characteristics
- Location
- Brisbane, Queensland
- Company
- Hinchen Resources
- Salary
- $71,793 incl Superannuation + Incentives + Perks
- Employment type
- Full time
- Category
- Call Centre & Customer Service
Job summary
The purpose of this role is to investigate and respond to Level 1 Home Claims complaints to reduce the number of complaints escalating to Customer Disputes Resolution team (CDR) and the Australian Financial Complaints Authority (AFCA). The consultant will also improve our customers experience by making recommendations regarding any opportunities identified for system, process, product, sales or service improvement.You will contribute to the key objectives of the role by: Investigating and responding to Level 1 Home Claims complaints through enterprise software within the business Service Levels. Identifying and prioritising customers with vulnerabilities. Communicating with customers in writing and verbally in resolution of complaints using privacy principles, code compliance, legal and company standards. Ensuring application of fairness principles in every in decision making and in written communication. Continually seeking opportunities to improve and optimise processes, personal development and enhance customer experiences that align with strategic goals. Identifying and making recommendations to the Team Leader regarding opportunities identified for system, process, product, sales or service improvements. Meeting quality audit requirements/benchmarks on a consistent basis. Identifying continuous improvement opportunities off the back of root cause of complaints and systemic issues. Ensuring compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative and business environments.
You will have proven: Previous experience in the finance sector in Insurance claims or finance. Minimum three years in a claims role highly regarded. Negotiation, mediation, conciliation or customer complaints experience highly regarded. Legal background or insurance studies highly regarded. Problem-solving skills, including the ability to investigate information provided and break down problems and situations into simple lists of components and tasks. Decision-making skills, including the ability to make effective competent decisions in a timely manner relevant to set timeframes and deadlines. Negotiation skills, including taking ownership of customer disputes and producing win-win solutions for the customer and the business. Excellent communication skills, including the ability to address all customer issues and convey dispute outcomes in a confident and concise manner, both orally and written. Time management skills, including demonstrated ability to prioritise tasks and organise workload in an effective manner. Workload management skills , including the ability to manage variations in workload through identification of priorities. Analytical skills, including the ability to operate in a complex dynamic environment and make decisions and recommend courses of action using data and customer information relevant to disputes. Customer Service skills, including the ability to deliver service that is committed to customer experience by delivering quality outcomes in required timeframes. Attention to detail, including accurately recording customer details and disputes and displaying accuracy in all aspects of the role.
Whats in it for you: Salary - $71,793, including superannuation + incentives. Reward and Recognition be recognised and rewarded for your high performance and commitment to contributing to the success of the organisation with employee recognition, reward and incentive schemes. Development Opportunities - champion your development with internal programs and access to a wide range of online courses. Study assistance is also available when undertaking a tertiary course considered to be of mutual benefit, as well as professional membership reimbursement. Extra Leave Options supported parental leave and other benefits, a paid ME day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year. Employee Discounts on insurance products, as well as a broad range of providers including gym memberships, accommodation, dental care and more. Workplace Giving - if youre passionate about a cause, then your employer is too they offer workplace giving and dollar matching to registered charities. Social & Community Activities - join vibrant social and community activities including annual celebrations, family fun days and regular events across each site. Health & Wellness enjoy a range of health and wellness programs throughout the year.
Click Apply now to submit your application for a challenging and rewarding career change.
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