Home Claims Case Manager, Vulnerable Customers

Job Description

Excellent Salary + Benefits + Hybrid/Remote Role Become a pivotal member of Hollard’s Home Specialist team Develop your career with a top 5 general insurer in Australia Deliver support to Home Claims customers experiencing vulnerability 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 The role forms part of the Specialist Customer Claims team, a team of multi-skilled Customer Engagement Specialists and Home Claims Care Specialists, responsible for the management of severe customer complaints and customers experiencing vulnerability. Operations is the heart of Hollard. You will work with stakeholders across Home Claims and Operations to deliver timely outcomes that place our customers at the heart with a focus on supporting each other, making the complex simple and proactive management of customers experiencing vulnerability to deliver on key customer, risk and financial targets. 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): Actively contributing to a team culture of timely and decisive action on claims to deliver outcomes that place our customer at the heart. Manage a portfolio of vulnerable Home Claims customers, displaying care, empathy and support when our customers need it most to deliver timely claim outcomes. Delivering exceptional customer service that promotes humanity and integrity. Managing inbound and outbound queries from customers and service suppliers, managing claims end to end including providing customers with timely outcomes and engaging external suppliers to progress claims in a timely manner. Maintain a detailed understanding of associated systems, processes, and procedures, and upskill the claims teams across these as required. Working with other claims functions to ensure claims costs are minimized and achieve operational targets and deliver on service expectations. Your knowledge & experience Strong knowledge of Insurance Claims disciplines, Home Claims practices and products as well as knowledge of the Insurance industry regulatory requirements. Experience managing sensitive or vulnerable customer claims. Strong interpersonal and communication skills. Strong decision making, negotiation and conflict resolution skills. Strong internal and external stakeholder management. 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 from home 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 relate 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. Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information. How do your skills match this job? Your application will include the following questions: Which of the following statements best describes your right to work in Australia? What's your expected annual base salary? How much notice are you required to give your current employer? Please confirm your full legal name. Hollard conducts background checks on all new employees. Are there any convictions you would like to disclose? If yes, please provide details. Do you have any friends, family members, business partners or other acquaintances currently employed at Hollard? If yes, please list their full name. #J-18808-Ljbffr