The Role

Reporting to a Claims Team Leader, a Claims Customer Service Adviser will ensure that customers located in Australia are provided with first class customer service. They will efficiently and accurately assist with policy holders claims in line with the coverage provided by their policy, looking out for the interests of both our clients and our customers. This role involves responding to customers via telephone, as well as electronically. You will be required to shift patterns aligned to Australia time zone, and you may be required to occasionally work during Singapore public holidays.

Key Responsibilities

• Study for and pass the required certification for ‘ANZIIF General Insurance Code of Practice 2024’ (this short online course will be fully funded by Charles Taylor)
• Accurately assess claims in line with policy terms and conditions, paying valid claims quickly and without unnecessary delay, and ensuring customers who aren't covered are informed at the first opportunity.
• Provide an empathetic approach for all our customers and understand their needs.
• Identify both opportunities to recover money from other insurers, and potential fraudulent claims, during claims assessment to ensure we have our clients' best interests at the forefront of what we do.
• Attempt to resolve disputes with customers, referring to colleagues for advice if needed.
• Proactively present solutions to problems and ensure the principles of Treating Customers Fairly are considered. Where issues cannot be resolved, ensure these are escalated to the appropriate internal contact immediately.
• Take ownership of your personal workload, ensuring claims are handled in a timely manner and tasks are prioritised in order of importance.   
• Communicate clearly with colleagues in all other relevant departments to ensure that customers receive a seamless end-to-end claims service.
• Ensure compliance with client and regulatory requirements throughout all aspects of the role. This includes, but is not limited to, data protection, treating customers fairly principles and complaints handling.
• Carry out Ad Hoc duties and tasks that are allocated to you at the discretion of management and that are within your capabilities and within the scope of your post.
• Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and Collaboration.

Required Skills

• Willing to study for and take the required certification course ‘ANZIIF General Insurance Code of Practice 2024’
• Able to work a 3-week shift roster of early shifts (06:00am to 14:30pm) and day shifts (09:00am – 17:30pm), which may include Singapore Public Holidays
• Excellent spoken English, with confidence in communicating with customers over the telephone
• Effective conversation management skills, with the ability to remain calm and resilient under pressure
• Proficiency in Microsoft Office and general computer skills
• Naturally empathetic, ensuring a personalised journey for each customer.
• Ability to multitask, switching between telephone calls and file assessment.
• High accuracy and attention to detail.
• Proactive in all aspects of work.
• Great team player with the ability to contribute positively and support others in busy periods.
• High levels of organisation of both time and workload.
• Experience within the insurance claims sector (desirable)

Contact information

Cara Norkett