RELATIONSHIP TO OTHER POSITIONS:                                    

This person is also required to build strong relationships with the National Claims Manager, all national joint venture partners, all members of staff nationally, clients, insurance underwriters, claims professionals and other insurance industry professionals. 

POSITION SUMMARY:

This role’s primary responsibility is to provide effective, solution based support the National Claims Manager in providing our Joint Venture Partner branch clients with a professional and valuable service in the handling of their claims.

Main responsibilities include: 

• Building rapport with all clients, particularly in the initial stages of the claims process

• Have a broad & technical approach to handling of all claims across all classes of general insurance

• Ability to analyse initial causation efficiently and professionally to provide & plans out an effective claims response 

• Handling entire claim journey, including:

  • Preparing reports clearly and articulately

  • Efficient follow up systems with all stakeholders

  • Regular communication with client

  • Understand and act on escalation points with National Claims Manager

  • Following up correspondence between clients, underwriters, assessors and alike

  • Keep Joint Venture Partners engaged and updated regularly

• Maintaining Claims Status Reports and or systems

• Keep informed of industry developments, catastrophe losses and alike

• Ensure a consistently high level of service and professionalism

• Ensure compliance with applicable legislation and adherence to policies and procedures both internally & domestically

• Be open and ready to travel to any of our national branches & clients when required 

Key Performance Indicators:

• High level verbal and written articulation across all communication streams

• Great level of rapport and respect amongst colleagues and industry professionals

• Ability to respond to all enquiries and requests for action in a timely and appropriate manner, also have the ability to prioritise across many claim variables

• Effectively close claims and keep open status cycle to a minimum

• Provide timely turnaround of requests

• Provide written and verbal report to National Claims Manager

• Vigilant with workflow and follow up systems

Skills and Experience

• Very high level  interpersonal skills

• Strong attention to Customer Service

• Professional, friendly and courteous manner

• Proven ability to work as part of a national team

• Understanding and knowledge of Insurance Claims environment & regulatory changes

• Broking system skills in WinBEAT, Insight, CBS, Officetech, Organise IT

• Excellent computer skills across all Microsoft products

• The ability to be flexible in a rapidly growing organisation

Educational Requirements:

• Minimum Tier 1, preferable Diploma Insurance Broking

• Ensure you remain update to date with legislation and all activities are carried out in compliance with relevant statutory and industry requirements and codes 

• Acquire a sound knowledge of all clients’ industries, businesses and risks

• Continued professional development of the Insurance industry and market
  Be familiar with the following: 

• Insurance Brokers Code of Practice

• Insurance Broking Compliance Policy & Procedures

• Privacy Legislation

Attributes:

• Ability to be well organised and structured 

• Ability to work autonomously 

• Eye for detail

• Excellent oral and written communication skills

• Willingness to learn

• Displays Initiative 

• Open to change 

• Friendly, honest and co-operative personality 

McLardy McShane Culture:

The position includes the acceptance of and participation in the McLardy McShane culture:

• Joining in and projecting a positive approach to all situations

• Offering & encouraging assistance to others

• Energetic involvement in our internal and external office activities and our external charitable support areas & functions 

Apply via Seek here

Major Activities

Business Servicing 

• Reception / telephony duties as required 

• Monitor receipt of documentation and general mail duties 

• Respond to enquiries and requests for action 

• General office administration – filing/ data entry/ typing correspondence/ printing/ binding/ monitoring mailboxes 

• Maintenance of and ordering office supplies 

• Assisting as and when required for general queries 

• Visitor assistance – organise refreshments etc 

 Customer Service 

• Answer incoming calls as required. Handle queries to limits of role or delegate to the most appropriate staff member 

• Give a friendly, helpful and welcoming impression to Clients and prospective Clients both in person and over the phone

Complaints Handling

• Ensure customer complaints are escalated 

Major Responsibilities 

Customer Advocacy 

• Develop and maintain a positive culture 

• Regularly review the adequacy of documentation 

• Participate in discussions 

Education/ Compliance 

• Ensure all activities are carried out with ethical standards 

• Adhere to internal privacy guidelines and maintain confidentiality 

• Maintain current knowledge of and adhere to company policies and principles as detailed 

• Ensure principles of good customer conduct are adhered to 

Teamwork

• Work effectively with team/work group or those outside the formal line of authority (e.g., peers, senior managers) to accomplish organisational goals 

• Keep management and others informed appropriately and as required about work status 

• Support management direction and change initiatives 

• Take actions that respect the needs and contributions of others 

• Contribute to, accept and assist in the implementation of the organisation's vision and values 

McLardy McShane Culture 

The position includes the acceptance of and participation in the McLardy McShane culture: 

• Sharing in all the office responsibilities with fellow work colleagues 

• Joining in and projecting a positive approach to all situations 

• Offering & encouraging assistance to others 

• Energetic involvement in our internal and external office activities and our external charitable support areas & functions 

Behavioural Competencies 

Communicating Ideas and Information 

Clearly expressing ideas and adjusting language to suit the requirements of the recipients. 

Customer Service Orientation 

Developing customer relationships by listening to and making efforts to understand the customer (both internal and external, e.g., clients, suppliers, agents as well as other team members); anticipating and providing solutions to customer needs; prioritising customer satisfaction. 

Initiative

Influencing events actively and proactively to achieve goals; working effectively without supervision or close instruction; acting to achieve goals beyond minimum requirements; thinking constructively and presenting suggestions about improvements to the job and the workplace. 

Integrity/Self-Management 

Displaying loyalty to the organisation and others; acting; behaving in line with organisational values; behaving with ethical behaviour both in conducting internal and external business activities. 

Planning & Organising/Work Management 

Effectively manages ones’ time and resources to ensure that work is completed efficiently and effectively; setting and achieving goals; establishing procedures to monitor the results of assignments or projects. 

Quality Orientation/Thoroughness 

Showing concern for completeness and accuracy around tasks. Accomplishing tasks with concern for all areas involved, maintaining watchfulness over a period of time. Discovering weaknesses or missing data and acting to correct. Keeping track of many details without forgetting items. 

Teamwork/Team Membership 

Demonstrating the ability to work effectively in a team/work group or those outside the formal line of authority (e.g. peers, senior managers), not as a team leader but as a valued member who assists in building morale and makes extra effort to help the team reach organisational goals; taking actions that respect the needs and contributions of others; contributing to, accepting and promoting the consensus; subordinating own objectives to the objectives of the organisation or team. 

If you have any enquiries, or you'd like to send in an Expression of Interest, or - better yet - a Resume, please get in touch with Rachel Sozzi at rachel@mclardymcshane.com.au