Crawford & Co.

AU- Broadspire Claims Consultant

Job Locations AU-QL-Fortitude Valley (Brisbane)
Posted Date 5 months ago(4-1-2021 10:47 PM)
Requisition ID
# of Openings

Purpose of Position

The Broadspire Claims Consultant is responsible for the negotiation, investigation and settlement of Insured and Third Party claims.

Key Responsibilities

Effectively process and negotiate claims as per claims settlement authority levels, Service Level Agreements, Key Performance Indicators and regulatory requirements by:


• Accurate input of all required information including claims payments to either clients or third party suppliers, into the claims system
• Check all documentation for accuracy
• Liaise with customers and provide timely response to all communications giving clear and accurate advice
• Controlling claims costs
• Resolve disputes
• Appoint service providers and suppliers
• Liaise with internal and external service providers and suppliers
• Negotiate with solicitors and third party insurers and attend settlement conferences where necessary
• Ensure all recovery aspects of claims are monitored, and amounts due are obtained where appropriate
• Ensure any potential fraud indicator is identified and acted upon
• Client relationship management
• Ad hoc administrative functions

Key Crawford Behaviours

• Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
• Organisational/Time Management: Effectively prioritises work and meets deadlines.  Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
• Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
• Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients.  Involves conveying information, both written and verbal, in a clear and concise manner.
• Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
• Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
• Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect.  Willingness to transfer knowledge and skills as appropriate.


Key Relationships

• Insurers
• Customers
• Insurance brokers
• All internal and external colleagues
• Suppliers
• Contractors

Experience/Knowledge Required

• Minimum three years claims handling experience

Personal Attributes Required

• Professional
• Responsible
• Empathetic
• Team player
• Ability to operate autonomously
• Ability to work to deadlines

Technical Skills Required

• Experience with claims management systems preferred


• Educated to Year 12
• Certificate IV in financial Services (General Insurance Tier 1) preferred
• Willing to undertake further study and training as identified to support  and enhance position requirements


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