Insurance & Claims ConsultantLink Group • Australia
Insurance & Claims Consultant
Link Group • Australia
10 days ago
Job descriptionLive the MUFG Core Values; Together We Achieve, Adapt & Evolve, Client Focussed Adhere to all legislative requirements required for the role Comply with MUFG Privacy a policy and procedures Strong customer service skills with a member experience focus Excellent written and verbal communication skills, and a pleasant phone manner Strong ability to interpret complex subject matter and to translate information to the end user Established history of consistently delivering results and achieving set targets Proven track record of reliability and punctuality in a structured environment Proven ability to solve complex problems and deliver innovative solutions Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls Ability to work under pressure and maintain set target levels Openness to feedback and willingness to develop professionally Proven ability to solve complex problems and deliver innovative solutions Previous experience in working in a collaborative and professional team environment Intermediate computer literacy and keyboard skills (MS Office suite) , and excellent attention to detail and accuracy Ability to work across digital media platforms and provide front line technical support A desire to work in, and develop a career within the superannuation industry Experience in Contact Centre or Financial Services ASFA qualification or equivalent RG146 qualification
Overview As an Insurance and Claims Customer Service Officer (ICCSO) you will be the first point of contact for (members, claimants and solicitors) via phone (inbound / outbound) for existing and new insurance claims related enquiries. Your key purpose will be meeting or exceeding their expectations for Insurance and Claims Customer Service with accurate and appropriate responses Key Accountabilities and main responsibilities Operational Management
- Deliver an outstanding member and / or claimant experience though excellent customer service on inbound and outbound calls
- Provide efficient and effective query resolution by anticipating member and / or claimant needs and taking ownership for first call resolution
- Assist member and / or claimant with updates relating to their insurance claim
- Demonstrate empathy and support the member and / or claimant through the insurance claim process
- Demonstrate subject matter expertise on insurance claims processes / procedures
- Achieve all Key Performance Indicators (KPIs)
- Demonstrate adaptability and teamwork to alter shifts to meet operational demands (if required)
- Participate positively in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
- Work with your leaders to improve your personal capability, and increase skills via delegated responsibilities / projects
- Support your leaders and colleagues in delivering results, and working closely with your immediate team within the Insurance and Claims Contact Centre and the broader MUFG Pension & Market Services
- Demonstrate a willingness to increase your insurance claims knowledge and follow correct processes
- Demonstrate drive and motivation by keeping abreast of current industry related information and changes
- Display a proactive approach to independent learning
- Actively contribute towards continuous process improvement
Governance & Risk
Experience & Personal Attributes
Desirable
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Insurance Claims Consultant • Australia