Crawford & Co.

AU- Administration Assistant - CCS

Job Locations AU-NS-Dubbo
Posted Date 2 months ago(30-7-2021 1:21 AM)
Requisition ID
2021-14443
# of Openings
1
Category
Admin/Clerical

Why Crawford?

An administrator is expected to provide administrative support to the team through the new claims process, and payment process. You will be able to search our client’s systems to identify policies that can be claimed upon and set up new claim records on our client’s claims system. You will be able to process payments through our client’s systems. You will be expected to take inbound calls and make outbound calls to support this function

Purpose of Position

An administrator is expected to provide administrative support to the team through the new claims process, and payment process. You will be able to search our client’s systems to identify policies that can be claimed upon and set up new claim records on our client’s claims system. You will be able to process payments through our client’s systems. You will be expected to take inbound calls and make outbound calls to support this function

Responsibilities

  • Efficient and accurate entry of client reports, correspondence and other documents.
  • Update Claims Management System as required by Adjuster/s
  • Take ownership of complex issues from the initial query through to its resolution while managing customer expectations.
  • Confidently navigate and source information from multiple internal systems and reference materials.
  • Tailor the communication of information to adviser and customers in a manner that they can easily understand.
  • Confidently manage adviser and client dissatisfaction which relates to claims administration
  • Write clear and concise emails and letters in response to adviser and customer queries.
  • Communicating and assisting stakeholders across the business
  • Answer incoming calls promptly and responding to client & insured queries via telephone and email.
  • Liaise with service/product replacement providers
  • Diary management as required including processing outgoing mail daily
  • Ensure matters offered for filling are filed in an appropriate & timely manner
  • Archive files and retrieve files from archive on request
  • Manage files as and when required. In addition to the full maintenance of office forms
  • Supporting the claims assessment teams through general administration and payments
  • Build rapport with customers and advisers through understanding their needs and use the rapport to positively influence the outcome of the customer/adviser contact.
  • Work effectively within a team environment by assisting fellow team members, sharing information and supporting the team to achieve its targets.

Requirements

  • Minimum two years office administration/clerical experience
  • Digital Dictation with a minimum 45 wpm typing speed
  • Exceptional listening and communication skills
  • Proven ability to build rapport with customers and service providers
  • Demonstrated history of taking ownership to meet customer needs with a sense of urgency
  • Enjoy working in a dynamic and changing claims environment
  • Strong problem solving, resolution, negotiation and decision-making capabilities
  • Ability to interpret complex information and respond by developing appropriate actions
  • Demonstrated claims acumen, sound judgement and cost management awareness
  • High standard of business English for written communication across traditional and electronic communication media
  • Resilience to work well under pressure and with rapid change
  • Effective workload time management skills with the ability to prioritise tasks
  • Self-motivation, accountability for own achievement of required claim outcomes and own contribution to team outcomes
  • Eagerness and ability to learn quickly and to share learnings with team members

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

  • Adjuster/s
  • Administration Assistants
  • Clients
  • Service providers

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