Associate – Ops

WNS; Melbourne; Hybrid; AUD 50,000 - 75,000; Full time

Benefits offered by this job

Incentives program

Laptop provided

Headset provided

Phone provided

Job summary

WNS is seeking an Insurance Claims Handler to lodge new insurance claims for customers and intermediaries, determine coverage, and manage the end-to-end claims experience. The role focuses on reducing costs while maintaining high service levels and clear communication with clients.

The position requires 1–2 years in general insurance or a similar customer service environment, strong communication skills, and the ability to navigate multiple systems.

Qualifications

• Relevant tertiary qualification in Business, Finance or Commerce.
• 1-2 years in general insurance or similar customer service roles.
• Strong communication and active listening abilities.
• Ability to navigate multiple systems while assisting customers.
• Target-driven with ability to meet service levels.

Responsibilities

• Lodge new insurance claims for customers and intermediaries.
• Determine coverage through policy interpretation and analysis.
• Elevate customer experience by setting clear claim process expectations.
• Negotiate and collect customer excess and explain payment options.
• Manage claims costs consistent with policy limits and laws.
• Respond to inquiries from customers, suppliers, repairers and third parties.
• Ensure timely, accurate information delivery and compliant operations.
• Identify process improvements and assist testing to boost efficiency.
• Make decisions within policy guidelines to deliver the best outcomes.
• Demonstrate professional conduct and support team members.
• Engage in ongoing personal development and performance reviews.

Skills

Communication skills

Customer service

Call centre experience

Analytical thinking

Education

Relevant tertiary qualification in Business/Finance/Commerce

Tools

MS Office

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.

We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Objective of the Role

Deliver industry leading service excellence whilst maintaining a commercial focus that drives business outcomes. Facilitate an efficient and cost-effective end to end claims experience that relieves stress and creates peace of mind for our customers in the moments that matter.

Key Accountabilities

• Lodge new insurance claims for our customers and intermediaries
• Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions
• Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed
• Negotiate and obtain collection of customer excess including appropriate education of payment options
• Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methods
• Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim
• Respond to and manage claim activities; customer, supplier and repairer correspondence and complaints within agreed timeframes and obligations
• Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent
• Ensure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management
• Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function
• Accountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisation
• Appropriate and professional workplace behaviours, assist other team members and willingly undertake other key responsibilities and activities to contribute to overall portfolio health
• Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader

Shift option:

Flexi Part Time roles with a minimum of 15hrs per week offering a variety of shift options over 7 days in the week along with a variety of start windows

Option 1 - 2daysX 7.5hr shifts (8hrs incl. lunch)

Option 2 - 3 days x 5hr shifts

Full time: 38 hrs per week offering a variety of shift options between Monday - Saturday along with a variety of start windows

Start windows mean you can be asked to start any time between the hours of that window. You must be able to fully commit to the shift window.

WFH Requirement to be met by the successful candidate:

• Dedicated private work area
• Ergonomically set up (desk/chair)
• Reliable Internet
• Active Landline connection
• Monitor
• First aid kit and fire blanket

Qualifications

• Relevant tertiary qualification desired (Business, Finance, Commerce)

Experience

• 1-2 years working in general insurance preferred
• Call centre experience preferred
• Experience working within a customer service environment
• Computer literacy and navigational skills using multiple systems simultaneously
• Demonstrated ability to achieve targets
• Experience working in a fast paced, high pressured environment preferred

Additional Information

Key Capabilities/Technical Competencies (skills, Knowledge, Technical Or Specialist Capabilities)

• Strong communication skills, demonstrated through active listening and ability to convey and explain information coherently and confidently in both written and verbal communication
• Ability to use own judgement an analysis to develop solutions and courses of action based on logic, fact and within delegated level of authority and legislation utilising resources available
• Ability to manage workload in a professional and prepared manner ensuring appropriate adherence to agreed timeframes, legislative requirements and work schedule
• Ability to engage with a customer, utilise effective questioning and listening skills to understand both practical and emotional needs and manage the interaction to meet these needs
• Advocate of change and positive ambassador of the benefits and opportunities
• Committed to self-development and opportunities to increase skills and knowledge

Benefits like - Incentives, Rewards and Recognition program, Laptop, Headset and Phone set provided

Proficient in MS Office, Excellent communication skills