Assessing Support Officer

Auto & General Australia; Brisbane; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

Parental leave

Learning & development

Wellbeing support

Employee discounts

Job summary

Auto & General Australia is seeking an Assessing Support Officer based at our Enoggera site. You will support the assessing team, maintain strong stakeholder relationships and deliver a smooth customer experience throughout the motor claim assessment process.

You will perform administrative duties across all components of motor claims, ensuring efficient workflows and timely completion of tasks. A strong customer-service background in insurance is essential.

Qualifications

• Excellent verbal and written communication, able to influence stakeholders.
• Experience in customer service within the insurance sector.
• Strong computer skills and ability to learn new systems quickly.
• Ability to prioritise tasks and manage workload in a team environment.
• Calm, professional problem-solver with a customer-first approach.

Responsibilities

• Provide excellent customer service following system protocols.
• Maintain proactive communication with customers, repairers and tow operators.
• Offer guidance to customers to aid decision making for assessing, repair, or total loss resolutions.
• Guide customers into Internal Assessment Centres (IACs) and repairer network.
• Manage repairer services and administrative tasks from booking to assessment authorisation.

Skills

Verbal communication

Written communication

Customer service

Insurance industry knowledge

Computer skills

Tools

Industry software

Job description

The role

We have an exciting opportunity for an Assessing Support Officer, based at our Enoggera site. If you’re looking for a position where you can support our assessing team, build strong working relationships and be part of a supportive environment, this could be a good fit for you.

Requirements

Brief Description

We have an exciting opportunity for an Assessing Support Officer, based at our Enoggera site. If you’re looking for a position where you can support our assessing team, build strong working relationships and be part of a supportive environment, this could be a good fit for you.

As our new Assessing Support Officer, you will be responsible for administrative tasks and activities related to all components of the Motor Claim. You will play a vital part in ensuring a smooth and efficient assessment process, reducing claims duration and delivering an excellent customer experience.

You Will

• Provide excellent customer service, following all relevant system & protocols outlined in the knowledge system
• Maintain consistent & proactive communication with customers, repairers and tow operators, identifying and appropriately acting on instances of customer dissatisfaction
• Provide appropriate advice and guidance to customers to inform their decision making leading to optimal assessing, repair, or total loss resolutions
• Facilitate rebooking and pathing activities by guiding customers into our Internal Assessment Centres (IACs) and repairer network
• Effectively manage all aspects of repairer services throughout the fulfilment process and proactively manage all administrative activities from booking to assessment authorisation

What Experience You’ll Bring

• Highly developed verbal & written communication skills with the ability to influence stakeholder outcomes.
• Previous experience working in the Insurance industry, with demonstrated strong customer service skills.
• Strong computer skills with previous experience working with industry specific programs, or the ability to quickly learn the necessary systems.
• Ability to effectively prioritise tasks and manage workload, with the ability to adapt to unexpected demands and a team player.
• Able to manage challenging situations in a calm and professional manner, with a problem solving, solutions focused approach.

Our Perks

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.