Home Claims Case Manager, Complaints

Job Description

Excellent Salary + Benefits + Hybrid/Remote Role Develop your career with a top 5 general insurer in Australia Permanent role with opportunities for career progression and growth About Hollard Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, and pet. Hollard’s unrelenting focus on diversity and inclusion, collaborative partnerships, and delivering great customer outcomes is at the heart of its business model, driven by its purpose of “Using our expertise, integrity and humanity to go further, together” . The Role This role requires a customer-centric mindset, problem-solving ability, and the confidence and resilience to work on challenging customer complaints and dissatisfaction, investigating negative feedback received from customers, determining a suitable response, and proactively contacting customers to try and resolve. The successful applicants will become a member of SOCAP and be enrolled in their high-skilled level SOCAP certified course that provides a comprehensive study into the customer care and complaints management profession. This will equip you with the information and skills to be able to fulfil your role with confidence and allow you to build a career in dispute management. This role is open to candidates Australia wide. For Sydney or Perth-based candidates, there will be a requirement to attend the office once per month. For candidates based outside a commutable distance to these locations, the role will be fully remote. Key responsibilities (not limited to): Manage customer complaints that have been escalated after our frontline have tried to resolve in a timely, professional, and efficient manner. Investigate complaints that arise from internal/external referrals, updating all stakeholders on the status. Deliver a high quality of professional service with the utmost integrity to our Customers. Be the lead communications specialist in managing inbound and outbound communications with Customers and internal and external stakeholders. Keep tight reporting to ensure no Customer falls through the gaps and share with Management. Implement a system to provide feedback that could prevent or mitigate future complaints. Your knowledge & experience Strong technical insurance and policy interpretation skills, as well as solid knowledge of retail general insurance systems, processes, and procedures. High experience in complaints handling. Strong knowledge of Claims & Service discipline, practices, and products. Ability to interpret company policies, guidelines, and procedures. Excellent negotiation and conflict management skills. Working at Hollard At Hollard, you will be part of a supportive, valued, and committed team. You will enjoy a challenging and rewarding work environment, career progression opportunities, and great staff benefits and corporate discounts. We also offer many benefits to support your professional development and wellbeing including: Professional and technical development opportunities. Flexible start and finish times, work from home, and other flexible work options to suit your lifestyle. Paid parental and partner leave. Additional leave options, including 5 well-being days each year. Novated lease options. Corporate employee discounts from various retailers. Wellbeing benefits, e.g., vaccinations, health insurance discounts, mental wellness training, professional memberships, Employee Assistance Program (EAP). Hollard is unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences (including as related to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity). These enhance cognitive diversity and psychological safety in our workplace for everyone. Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance. Even if you don’t meet all our selection criteria, we encourage you to apply. Please note that a full background check will be completed on the successful applicant. Please Note: We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard employees in relation to this role or others. Only direct applications will be considered. #J-18808-Ljbffr