Senior Claims Consultant

Job description

SENIOR CLAIMS SERVICE CONSULTANT LEVEL | QLD, VIC, NSW & SA | JUNE POSSIBLE START DATE

At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part of an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

About the role

• Follow the AAL Claims Management Process.
• Managing a high-volume of inbound and outbound calls.
• Responsible for end-to-end claim management and dealing with stakeholders to progress the claim forward.
• Ensure and maintain knowledge of current legislation and how this impacts claims management, applying soundly based decision-making to all claims and consistently making liability decisions of increasing complexity at claims lodgement and throughout the life of the claim.
• Support capability development by coaching less experienced members of the team (when required).
• Manage a portfolio of claims from validation to finalisation within PCA authority levels and ensure that client is kept informed as per communication requirements.
• Review claims and authorise payments for other team members within allocated authority, ensuring adherence to AAL standards to minimise leakage and increased cost of claim.
• Manage claimant as well as internal and external stakeholder expectations and relationships. · Build and maintain positive working relationships within the team and greater business unit.
• Tailor communication skills to suit client interactions, by matching voice tone, pace and style appropriately.
• Ensure compliance with all sections of the General Insurance Code of Practice, following processes and procedures to avoid legislation breaches.
• Provide timely and effective response to customer needs and the accurate processing of claims, adhering to AAL phone standards.

About you

• Tertiary / Industry-specific qualifications (preferred).
• Retail property experience.
• A genuine passion for customer obsession.
• Demonstrated ability to work in a fast-paced environment and adapt to change.
• Meet specific technical capability and competence standards that are required for professional progression within AAL, including the submission of a portfolio of supporting evidence (For AAL employees only).
• Experience in handling claims management processes and procedures across a variety of general insurance product lines gained in a complex, matrixed general insurance organisation.
• Able to work collaboratively in a team environment with demonstrated experience of coaching and building capability.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision-making.
• Pays high attention to detail by completing tasks with thoroughness and accuracy and has the ability to quickly identify errors or inconsistencies within information.
• Demonstrated evidence of technical proficiency with systems, software, databases, reporting and communication tools.
• Excellent verbal and written communication skills, combined with the ability to balance understanding, empathy and compassion with the best commercial outcome for AAL. 
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.