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Claims and Customer Care Consultant
3 months ago
Job Roles and Responsibilities:
- Manage the end to end claims process from lodgment to settlement.
- Day to day management of claim lodgments, customer inquiries and validating reported insurance claims.
- Answer incoming calls and provide customers with empathy, certainty, guidance and support from lodgment to final resolution of claim situations and inquiries.
- Provide accurate advice to customers and clear instructions of the next steps of what we will do and what we need the customer to do.
- Identify potential fraudulent claims and follow agreed policies and procedures.
- Effective communication with internal and external customers.
- Ensure that customers and suppliers/service providers, including assessors and repairers, are contacted in a prompt, courteous and knowledgeable manner.
- Resolve complaints and disputes from clients, suppliers or service providers within agreed service levels.
- Authorise claim payments within the approved delegated authority of the position.
- Ensure that claims are processed in accordance with policy guidelines, company procedures, approved suppliers and industry laws and guidelines.
- Effective and accurate notes on electronic claim files.
- Ensure claims decisions are technically sound and communicated appropriately to all customers and stakeholders.
- Manage individual productivity, to ensure that all work is completed daily including telephone calls, tasks and claims.
Role Skills and Experience:
- Tertiary Qualification
- At least 2 years experience in Customer Care
