Tech Coach

Suncorp Group have an exciting opportunity for a Technical Coach to join the Commercial Property Claims team. This role will be responsible for providing technical support, customer and claims coaching to frontline staff.

This is a 12-month secondment.

What you’ll do

• Assist Leaders drive a positive risk culture within the risk governance framework by coaching and mentoring an allocated cohort of Claims Officers.
• First point of escalation outside Commercial Property Claims operational teams for more complex referrals and claims decisions.
• Advanced knowledge and use of the Commercial Insurance Knowedge Base, ensuring use and understanding Knowledge Base and processes documented therein is part of coaching of allocated Claims Officer cohort.
• Assist with Quality Assurance
• Partner with Commercial Property Senior Claims Officers in conducting technical capability reviews for their allocated cohort of claims officers, including R2 review of allocated Senior Claims Officer reviews.
• Work with Leaders to monitor ongoing quality results, identify training needs and deliver or source job ready and job capable training solutions.
• Using data sources such as complaints and ICR/AFCA determinations to identify causes of customer dissatisfaction and make recommendations to Leaders on how these could be reduced.
• Develop and execute effective coaching plans in line with individual requirements with each Claims Officer.
• Support leaders with the co-ordination and scheduling of coaching and mentoring activities.
• Coach team members to feel empowered to make decisions and own customer outcomes.

What you’ll bring

• 3 to 5 years commercial property claims experience or similar
• 12 months experience in a role requiring coaching and mentoring others to success
• Intermediate knowledge of Indemnity principles, Insurance Contracts Act, GICOP and Regulations as they apply to Commercial Insurance and claims
• Advanced knowledge of the end-to-end commercial property claims process and the Knowledge
• system
• Obsession with positive customer experiences
• Ethical decision-making skills
• Time management skills enabling timely and efficient management of work activities
• Ability to role model expected claims behaviours and coach process knowledge with peers
• Proactively works to gain new skills and knowledge in own work area.
• Problem solving skills, exploring opportunities with a view to mutual support and agreement
• Excellent written communication skills.
• Understanding of commercial business operations, property repair terminology and account
• principles.
• ANZIIF Certificate III or IV or similar would be desirable

Chase the Sun, apply online today!

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Advertised: 28 Mar 2024 AUS Eastern Daylight Time
Applications close: