Claims Officer | Personal Injury Insurance

TrooCoo; Brisbane; Hybrid; AUD 83,000 - 101,000; Full time

Benefits offered by this job

Hybrid working after training

Brisbane CBD location

Comprehensive training program

Job summary

Troocoo Pty seeks a Claims Officer in Personal Injury Insurance to manage a portfolio of lower complexity claims, supporting injured workers through treatment and return to work. You will be on the phone most of the day, set expectations, monitor progress, and process weekly payments, with training and a transition to hybrid work.

You will join a values-driven insurer and benefit from comprehensive training, ongoing support from technical advisors, and a Brisbane CBD base with easy transit

Qualifications

• Experience in allied health, medical reception, insurance or another phone-based customer service role.
• Strong verbal communication skills and the ability to build rapport quickly.
• Accurate and timely documentation skills with excellent attention to detail.
• Strong time management and the ability to prioritise a high volume of tasks.
• Confidence interpreting information such as medical reports, or a willingness to learn.
• A resilient, empathetic approach when supporting people through challenging situations.

Responsibilities

• Make regular proactive phone contact with injured workers, employers and treatment providers.
• Set expectations and educate customers on available support and online services.
• Monitor treatment progress and return-to-work outcomes.
• Review medical information to approve reasonable and necessary treatment.
• Calculate and process weekly compensation payments.
• Identify emerging risks and refer claims to the appropriate specialist team.
• Maintain accurate, detailed records of all conversations and claim activity in line with policy and legislative requirements.

Skills

Phone-based service

Verbal communication

Attention to detail

Time management

Empathy

Job description

Claims Officer | Personal Injury Insurance

About the organisation

Our client is a large, well-established insurer in the personal injury space, with a strong purpose of helping people recover and return to work. They are known for a values-led culture built on empathy, accountability and collaboration, and they invest heavily in training and developing their people. This is a fantastic opportunity to join a supportive team within an organisation that makes a genuine difference in people's lives.

About the role

As a Claims Officer, you will manage a portfolio of lower complexity claims, supporting injured workers from all industries through their treatment and return to work. These claims typically involve physical injuries such as fractures and sprains with a straightforward recovery path, so your focus will be on excellent customer service, setting each claim up for success and keeping it moving. Reporting to the Claims Leader, your duties will include:

• Making regular, proactive phone contact with injured workers, employers and treatment providers.
• Setting expectations and educating customers on available support and online services.
• Monitoring treatment progress and return to work outcomes.
• Reviewing medical information to approve reasonable and necessary treatment.
• Calculating and processing weekly compensation payments.
• Identifying emerging risks and referring claims to the appropriate specialist team.
• Maintaining accurate, detailed records of all conversations and claim activity in line with policy and legislative requirements.

Please note the following key requirements

• Start date is Monday 7 December. You must be available immediately or able to give no more than one week's notice.
• Training is structured and will continue through the Christmas period.
• You will be required in the office for the initial months before transitioning to a hybrid arrangement.
• No leave can be taken during the first 12 weeks.
• A clear criminal history check is required.

About you

You are a warm, organised communicator who enjoys helping people and takes pride in getting the details right. You are comfortable spending a large part of your day on the phone, can juggle a busy workload, and are motivated to keep things moving. Prior claims experience is not required, as full training is provided. You will ideally bring:

• Experience in allied health, medical reception, insurance or another phone-based customer service role.
• Strong verbal communication skills and the ability to build rapport quickly.
• Accurate and timely documentation skills with excellent attention to detail.
• Strong time management and the ability to prioritise a high volume of tasks.
• Confidence interpreting information such as medical reports, or a willingness to learn.
• A resilient, empathetic approach when supporting people through challenging situations.

What's in it for you?

• $92K package ($81K base + super + allowance).
• Permanent, full-time career opportunity with genuine growth pathways into more complex claims.
• Comprehensive training program with ongoing support from technical advisors, your team and leader.
• Hybrid working once training is complete.
• Brisbane CBD office close to public transport.
• Purpose-driven work where you help people get back on their feet.