Motor Claims Lodgement Officer

Job description

MOTOR CLAIMS LODGEMENT OFFICER (12 months secondment) – 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 service by identifying and satisfying member needs with empathy and professionalism, ensuring clear communication and understanding of next steps.
• Serve as the first point of contact for members, accurately collecting information for new claims and making informed decisions on claims acceptance, liability, and indemnity.
• Handle privacy, complaints, vulnerabilities, and specific member circumstances sensitively, adhering to compliance and service standards.
• Accurately capture and assess information for new claims, setting them up for success by allocating to appropriate workgroups and partners.
• Take ownership of member needs by resolving or correctly assigning inquiries on existing claims, ensuring clear handover and accurate information to move claims forward, while establishing claim validity through policy interpretation and managing claims files to drive settlements.
• Maintain compliance with service standards, policies, and procedures, ensuring high-quality data entry and fostering positive relationships with colleagues, while demonstrating flexibility and adherence to RAA values.
• 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)

About you

• Experienced in customer service with at least one year in a customer-facing role, and capable of managing conflict effectively. Ideally, you will have previous insurance experience.
• Demonstrates strong interpersonal and verbal communication skills, essential for effective customer service and teamwork.
• Possess strong organisational skills and attention to detail, ensuring accuracy in data entry and claims decisions.
• Proficient in sourcing and assessing information to make accurate claims decisions within role authority, with the ability to navigate complex Insurance policies and procedures.
• Competent in using technology, including MS Office and other computer-based applications, and adaptable to change.
• Demonstrates adaptability and ability to embrace change quickly, performing additional duties as required, including cross-skilling for different insurance products at short notice to meet peak demands.
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.

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