Internal Opportunity – Technical Support Officer

We’re excited to share an internal opportunity for a Technical Support Officer to join our team at Terri Scheer. This position is critical in supporting our Claims Team and Leadership to deliver excellent outcomes for our customers, strengthen performance, and build capability across the business.

Please note: This is a 6 month secondment opportunity for candidates based in Adelaide only!

Objective of the Role

In this role, you will:

• Provide support to the Claims Team with referrals, payment approvals, coaching, file audits, and claims processing.
• Assist the Team Leader with coaching, training, and performance support.
• Deliver monthly reports, highlighting trends or issues identified through call coaching.
• Actively support the Team Leader in achieving strategic business goals and fostering a high-performance culture.

Key Accountabilities

• Meet or exceed your Scorecard objectives.
• Support the development of a high-performance, customer-focused culture.
• Build and maintain strong working relationships with colleagues, customers, and stakeholders.
• Monitor claims to reduce leakage, ensure recoveries are actioned, and drive strong risk and compliance outcomes.
• Work to minimise escalations to the IDR Team or FOS.
• Ensure compliance with laws, regulations, and codes of practice, reporting any breaches as required.
• Respond to customer enquiries and complaints effectively.
• Demonstrate appropriate and professional workplace behaviours, helping fellow team members and undertaking other key responsibilities or activities as directed.
• Represent TSI at relevant functions in a Claims Specialist capacity.

About You

We’re looking for someone with:

• Strong resilience, self-discipline, and excellent customer service skills.
• Knowledge of the insurance market, compliance requirements, and claims processes.
• Demonstrated organisation, planning, and communication skills.
• A proactive approach, with strong decision-making and problem-solving capability.
• Ability to lead by example self-motivate, take responsibility and be accountable.
• Ability to prioritise according to business needs.
• Task and goal oriented with a sense of urgency and commitment.
• Advanced technical insurance knowledge, particularly in claims, and a solid understanding of the Insurance Code of Practice

Why This Role?

This is an opportunity to act as a referral point for claims matters, support leadership in achieving strategic goals, and contribute to shaping a strong risk and performance culture. You’ll be working in a collaborative environment where your expertise, initiative, and commitment to quality will make a real impact.