Motor Claims Lodgement Officer

Job description

MOTOR CLAIMS LODGEMENT OFFICER – RAA – ADELAIDE

RAA has proudly served South Australians and Broken Hill communities since 1903, offering trusted insurance, motoring, travel and home services to over 830,000 members. With a strong commitment to our purpose- better for members better for our community- RAA is passionate about creating a safer, more sustainable future.

To continue providing the high level of service our members know and trust, RAA’s general insurance business is proudly backed by Allianz Australia Insurance Limited- part of the global Allianz Group. This partnership brings together RAA’s deep local understanding with Allianz’s global expertise, delivering the best of both local care and international strength for our members

About the role

• Deliver exceptional and professional service to members and internal/external customers by identifying, responding to and satisfying their needs, providing empathy, professionalism and understanding to all Members at all times
• Ensure privacy, complaints, vulnerabilities and specific member circumstances are handled with sensitivity and within prescribed compliance and service standards
• Take ownership in satisfying members needs and where there is a need to transfer ownership, ensure the handover of information is clearly understood by the recipient and the member is clear on what they can expect next
• Be the first point of contact for members to accurately receive and collect information about their new claims, making correct claims acceptance, liability, indemnity, excess and triaging decisions and provide clear information on next steps to members
• Establish the existence of current insurance and interpret policy wording and conditions to determine if a claim is valid or flag for further investigation
• Set new claims up for success by accurately and correctly capturing all required information, assessing best next steps and accurately allocating to internal workgroups and supply chain partners
• Receive, resolve, or correctly assign member enquiries on existing claims by sourcing and synthesising relevant information from claim records and procedures or by referring to staff to ensure the member receives accurate and meaningful information to move their claim forward
• Perform claims file management tasks as allocated to drive claims settlements and member service experience
• Perform all work assigned within agreed and expected timeframes and quality.
• Consistently achieve performance and quality targets
• Comply with rosters and adherence expectations with regard to breaks, call work codes and start times and leave requests / notifications
• Proactively seek and act upon coaching, feedback and guidance from leaders on how to improve your knowledge, skills and behaviours
• Maintain knowledge of and performance against required competencies and individual measures, complying with service standards, work rosters, documented procedures, regulatory obligations, legislation and Acts
• Ensure information entered into claim records, systems and templates is of a high quality to ensure data is accurate, and clear on the next steps expected by the member and next actions required by Claims staff or suppliers
• Adhere to prescribed member service standards to ensure delivery of exceptional claims services and experiences
• Adhere to RAA policies and procedures
• Proactively foster effective interaction and positive working relationships with others
• Demonstrate flexibility to assist colleagues/meet customer demand
• Conduct yourself in line with RAA Values and actively participate in meetings / training or workshop activities
• Ensure timeframes for organisational training and are met, and knowledge to perform your role is maintained
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.

About you

• Outstanding interpersonal and verbal communication skills
• High organisational skills, personal drive to perform and high attention to detail
• Ability to source and assess information to make accurate claims decisions (within prescribed role authority)
• A high attention to detail and data entry accuracy
• An ability to deal with and manage conflict
• Competent in the use of technology, MS Office and computer-based applications
• Ability to quickly and successfully embrace change and adapt effectively
• Strong knowledge and understanding of RAA Insurance policies and procedures to ensure correct application in receiving and managing claims
• Demonstrated extensive knowledge of all RAA Insurance products and services
• Sound knowledge of the General Insurance Code of Practice, General Insurance information Privacy Principles, Complaint management processes and legislative requirements arising from relevant acts. Working knowledge of the Insurance Contracts Act and other relevant Acts where applicable – eg Dog – Control Act, Road Traffic Act, Wrongs Act etc.
• Customer service experience essential (minimum one year in a customer facing role)
• Experience working within a team environment in a business setting
• Previous insurance experience (desired)
• Maintain RAA Insurance Authorised Representative status
• Perform other duties as requested by Team Leader where generally consistent with this position and within current level of authority.  This can include cross-skilling to perform the same work for a different insurance product at short notice in response to peak demands
• May be required to work overtime on occasion, particularly where there is high demand for member service (such as supporting members through a weather event)

Benefits and perks 

• Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!  

• Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance.  

• Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources. 

• Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer! 

• For more details about our benefits, visit the Allianz Careers site. 

About Allianz Group 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Adjustments and support  

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation. 

Join us. Let’s care for tomorrow. www.allianz.com.au/careers