Claims Advisor

Eml Group; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible work from home

Wellbeing program

RewardsHub discounts

Learning and development opportunities

Employee Assistance Program

Parental leave

Job summary

EML is seeking a dedicated Claims Advisor to join our Sydney team, delivering support to injured workers and employers through the claims process. This full-time role includes a mix of inbound and outbound calls, case management, and documentation to ensure timely access to services and successful return-to-work outcomes.

Based in Sydney with work-from-home flexibility after month three, this position offers a supportive environment, development opportunities, and robust employee benefits as

Qualifications

• Demonstrate high empathy and passion for great customer service.
• Strong listening and communication skills with a solution-focused mindset.
• Comfortable with working across multiple systems and adapting to change.
• Detail-oriented with a drive to learn and grow within the business.

Responsibilities

• Assist workers and employers with the claim process and documentation.
• Proactively manage cases to achieve early sustainable return to work.
• Handle inbound/outbound calls and external stakeholder inquiries.
• Maintain accurate records and adhere to policies.

Skills

Empathy

Customer service

Communication

Multi-system

Tools

Microsoft Office Suite

Job description

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Sydney, you will help make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

As a Claims Advisor, you will play an integral part within one of our supportive and growing business units helping make a positive impact on an injured workers life. Your role will consist of; inbound and outbound calls with external stakeholder and claim administration duties.

These will be full time, permanent positions based in our Sydney office, with work-from-home flexibility considered from month three, subject to performance and approval.

Your Responsibilities

• Assist the worker and employer with the claim process and providing support in the completion of relevant documents to ensure timely access to required services to support return to work and injury recovery
• Pro-actively proceed with appropriate case management to achieve the optimum outcome of early sustainable return to work for workers with reasonable claim costs
• Ensure that allocated work is actioned within appropriate timeframes
• Manage telephone enquiries within EML's guidelines and adhere to the EML's Communication Policy
• Collaborating with Injury Management Specialists and other subject matter experts to collect information and ensure customers receive expert advice and support
• Recording and maintaining accurate records

About You

• You will show a high level of empathy while being passionate about providing great customer service
• You will be a great listening, display excellent communication skills and have a solution focused mindset
• You will embrace change with confidence and are comfortable with in a multi-system environment whilst having the ability to handle and overcome challenges
• Having great attention to detail, you will enjoy learning and growing within the business
• Proficient use of Microsoft Office Suite

What We Offer

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

• A diverse and collaborative team culture like no other
• Flexibility to work from home to support work/life balance
• A corporate wellbeing program with discounted health insurance and gym membership
• Generous discounts from over 350 retailers through our RewardsHub program
• Comprehensive learning and development opportunities to help you reach your full potential
• Access to support and counselling services with work or personal matters, through our Employee Assistance Program
• Companywide events to stay connected and celebrate success
• Entitlement to annual company incentive scheme + salary reviews
• Up to 16 weeks paid parental leave, plus super

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits.