Customer Relations Specialist

• Join a team of devoted problem solvers dedicated to getting the right outcomes for their customers
• Hybrid working, flexible start times and the autonomy and freedom to plan your day
• 12-month full-time Secondment

The Customer Relations team is committed to continuously improving the quality of our customers’ experiences. We have the benefit of complete oversight, the necessary relationships and are a team of critical thinking experts that are solely motivated in using the examples we’re presented with, to improve the way in which we interact with our customers and more broadly their experience with general insurance products.

What you’ll do

• You will manage the complete review and issue the final response to our customer’s verbal and written complaints
• You will seek out fair and reasonable decisions for difficult or complex situations by examining all sides
• You will be ethical and invested in your resolve
• You will interact intuitively and identify quickly the next steps and put these in motion
• You will be a personable and excellent communicator with the ability to adapt your interaction and articulate for the customer
• You will evaluate & interpret policies and apply the necessary discretions
• You will be balanced in the needs of the business and the customer in order to effectively resolve complaints
• You will facilitate timely responses to all verbal and written customer complaints and compliments
• You will retain existing business through your ability to overcome objections, timely resolution of customer concerns and your innate ability to connect with and understand people
• You will meet all regulatory or legislative requirements including General Insurance, ASIC RG271 and the Insurance Contract Act
• You will accurately record and maintain customer information relevant to the resolution of complaints
• You will support managers and leaders by identifying trends and making informed recommendations to meet our combined objectives

What you’ll bring

• Minimum 12-18 months in a general insurance claim or product role across Motor and Property Insurance
• Advanced ability to coordinate and manage your own portfolio in line with customer expectation, regulatory and industry code timeframes
• Personal attributes of self-awareness, empathy and resilience are crucial
• Advanced knowledge of products, systems and processes, relevant compliance standards, legislative requirements and industry codes
• Dispute resolution, negotiation or mediation studies desired
• Comprehensive knowledge of industry complaints, industry trends and process and procedures
• Comprehensive understanding of AFCA terms of reference
• Working knowledge of team standards and metrics, centre benchmarks and company standards

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Advertised: 30 Apr 2025 AUS Eastern Standard Time
Applications close: 07 May 2025 AUS Eastern Standard Time