Associate Ops (Insurance)

TL;DR

Associate Ops (Insurance): Managing end-to-end insurance claims processes for customers and intermediaries with an accent on coverage determination and financial outcomes. Focus on navigating policy interpretations, negotiating customer excesses, and optimizing claim lifecycles.

Location: Melbourne, Australia (Hybrid/WFH)

Company

Leading Business Process Management (BPM) company providing digital-led transformational solutions across multiple industries.

What you will do

• Lodge new insurance claims and determine coverage through policy interpretation and analysis.
• Manage the end-to-end claims experience, setting clear expectations and communicating progress to customers.
• Negotiate and obtain collection of customer excesses and educate them on payment options.
• Handle enquiries from customers, suppliers, and third parties via preferred channels with a focus on cost management.
• Collaborate with repairers to ensure timely replacement or repair, reducing the overall claim lifecycle.
• Identify and test opportunities to improve processes and systems within the Claims function.

Requirements

• 1-2 years of experience in general insurance (preferred).
• Proven experience in a call center or customer service environment.
• Tertiary qualification in Business, Finance, or Commerce (desired).
• Proficiency in MS Office and ability to navigate multiple systems simultaneously.
• Must meet WFH requirements: dedicated private work area, ergonomic setup, reliable internet, and active landline.
• Excellent written and verbal communication skills.

Culture & Benefits

• Incentives, Rewards, and Recognition program.
• Company-provided hardware including laptop, headset, and phone.
• Flexible shift options including full-time (38 hrs/week) or flexi part-time (min 15 hrs/week).
• Support for personal development and professional learning goals.