Claims Advisor

Narooma; Newcastle; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Employee discounts

Study support

Parental Leave

Wellness

Job summary

Suncorp is seeking compassionate, resilient customer-focused individuals to join our Workers Compensation team in Newcastle. You’ll support customers through the early stages of their claim and recovery, speaking with people daily, building trust, answering questions, and guiding them to access the support they need.

This role sits at the front end of the claims journey, involving high-volume interactions across phone and digital channels, with a focus on empathy and professionalism in

Qualifications

• Experience in a customer-facing role with strong communication and relationship-building.
• Ability to manage a high volume of work while maintaining customer focus.
• Strong verbal and written communication skills and adaptability.
• Resilience to navigate emotionally complex conversations with empathy.
• Sound judgement and problem-solving within guidelines.

Responsibilities

• Support customers through initial stages of Workers Compensation claim and recovery.
• Handle high volume of interactions across phone and digital channels.
• Build strong relationships with injured workers, employers, providers and stakeholders.
• Provide clear guidance about the claims process and available support."
• Make timely decisions to progress claims and outcomes.
• Maintain sensitive conversations with empathy while balancing needs and business requirements.
• Identify barriers to recovery and coordinate with stakeholders for positive outcomes.
• Maintain accurate records and ensure compliance with legislation and operations.

Skills

Customer service

Communication

Empathy

Resilience

Relationship building

Job description

Description

Help customers navigate challenging moments and make a positive impact every day!

At Suncorp, we know that a workplace injury can have a significant impact on a person's life. That's why we're looking for compassionate, resilient, and customer-focused individuals to join our Workers Compensation team in Newcastle.

This role sits at the front end of the claims journey, where you'll support customers through the early stages of their claim and recovery. You'll be speaking with people every day, building trust, answering questions, managing expectations, and helping customers access the support they need.

If you're someone who enjoys helping others, thrives in a fast-paced environment, and can confidently manage difficult conversations with empathy and professionalism, we'd love to hear from you.

This role is a 12-month contract.

What you'll be doing

• Supporting customers through the initial stages of their Workers Compensation claim and recovery journey.
• Managing a high volume of customer interactions across phone and digital channels.
• Building strong relationships with injured workers, employers, treatment providers, and other stakeholders.
• Providing clear guidance and education about the claims process, available support, and next steps.
• Making timely decisions and taking action to progress claims and customer outcomes.
• Managing sensitive conversations with empathy while balancing customer needs and business requirements.
• Identifying barriers to recovery and working with stakeholders to achieve positive outcomes.
• Maintaining accurate records and ensuring compliance with legislative and operational requirements.

What we're looking for

• Experience in a customer-facing role where communication and relationship-building are key.
• Confidence managing a high volume of work while maintaining a strong customer focus.
• Strong verbal and written communication skills with the ability to adapt your approach to different situations.
• The resilience to navigate challenging conversations and emotionally complex circumstances.
• Sound judgement, problem-solving skills, and the ability to make decisions within established guidelines.
• A collaborative mindset and willingness to work as part of a supportive team environment.

What we can offer you

Suncorp's employee benefits are designed to support, empower and reward our people. Some of our benefits include:

• Employee discounts and rewards -exclusive offers on more than 400 of Australia's large retailers including Myer, David Jones, Coles and Woolworths. We also offer discounts across our brands and various products including Suncorp Insurance, AAMI, Shannons, Apia and GIO.
• Study support- We encourage external learning and offer study support to eligible employees, so you can continue to broaden your career opportunities while you work.
• Parental Leave- All permanent employees who are primary carers are offered 20 weeks parental leave.
• Wellness- We offer a wide range of initiatives to promote our employees' health and financial wellbeing. This includes discounts on major brand health insurance, as well as discounted gym membership plans for our people.

It's worth noting that specific benefits may vary depending on the role, level, and location of the employee. For more on our employee benefits,

Why you'll love working with us

At Suncorp, our purpose has been at the core of our business for over 100 years. To deliver exceptional experiences we've had to become even more customer obsessed, innovative and performance driven than ever before. Delivering on our purpose has always meant putting words into action. Building futures and protecting what matters is why we're here. Caring for others, being courageous and doing the right thing underpins everything we do.

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers. If you require more information or any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact [e-mail] or a confidential conversation