Crawford & Co.

AU- Claims Service Team Leader

Job Locations AU-QL-Fortitude Valley (Brisbane)
Posted Date 3 weeks ago(1-7-2021 10:45 PM)
Requisition ID
2021-14077
# of Openings
1
Category
Claims

Purpose of Position

  • To support and assist in the delivery of a first class claims handling service – through the effective leadership of a team of high performing “Claims Service Consultants”
  • To assist with client operations and assist with the development and ongoing improvement of operating procedures.

Key Responsibilities

  • Lead, Guide and Mentor a team of Claims Service Consultants.
  • Champion and promote client workflow within the team and business.
  • In conjunction with the Service Centre/Business Unit Manager and Technical Leader (if applicable), assist in the learning, development and training of employees under your direct supervision.
  • Assisting in the development and implementation of standard work practices and standard operating procedures.
  • Managing escalations and implementing dispute resolution strategies.
  • Reviewing and managing operational performance (including but not limited to, adherence to client, Crawford, and industry KPI’s, service delivery, and quality), for which you are responsible.
  • Client relationship management which may include face-to-face meetings.
  • Associated ad-hoc administrative functions.
  • Providing constructive feedback in a structured way to direct reports, in an agreed frequency as directed by the Service Centre/Business Unit Manager, in a method consistent with Crawford & Company’s policies.

Key Crawford Behaviours

  • Consistently produces high quality work and demonstrates high professionalism through any presentation, and complimented with high level of accuracy.
  • Communicates clearly and professionally with both internal and external clients.
  • Conveyance of both written and verbal, in a clear and concise manner.
  • Responds to requests for information, emails and returns telephone calls promptly and professionally

Key Relationships

  • You will be required to liaise with internal colleagues and external stakeholders– Customers, Clients, Brokers, and Suppliers.
  • Occasional travel to other offices may be required.
  • You may be required (as directed by the Service Centre/Business Unit Manager) to carry a case load.

Experience/Knowledge Required

  • Previous experience in a customer service environment is essential.
  • Previous experience in claims handling is essential, preferably General Property Insurance claims experience.
  • Previous experience in a leadership position is preferred.

Personal Attributes Required

  • Focus on understanding and meeting the customer's needs.
  • Proactively focusing on our Customers and their needs and requirements to ensure consistent delivery of a high quality product.
  • Effectively prioritises work and meets deadlines.
  • Management of multiple assignments or tasks effectively.
  • Allocation (or delegation as appropriate) of time and resources efficiently and effectively.
  • Ability to accept and embrace change
  • Learn new skills
  • Perform work in different ways
  • Adapt to differing conditions and processes
  • Be flexible
  • Working cooperatively with others and build effective working relationships and to accomplish common team goals and objectives.
  • 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 is essential.

Technical Skills Required

  • Sound technical knowledge of principles of General Insurance

 

  • General knowledge and understanding of General Insurance regulations and laws that affect insurance practices (eg General Insurance Code of Practice, and Insurance Contracts Act).
  • Sound knowledge of the claims handling process – policy liability/indemnity, quantification and recovery/salvage.
  • Strong knowledge of customer service practice and principles.
  • A minimum of five years in a general insurance claims type role
  • Preference to those with experience in team leadership, but not essential.

Education/Qualifications

  • Sound technical knowledge of principles of General Insurance

 

  • General knowledge and understanding of General Insurance regulations and laws that affect insurance practices (eg General Insurance Code of Practice, and Insurance Contracts Act).
  • Sound knowledge of the claims handling process – policy liability/indemnity, quantification and recovery/salvage.
  • Strong knowledge of customer service practice and principles.
  • A minimum of five years in a general insurance claims type role
  • Preference to those with experience in team leadership, but not essential.

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