Claims Specialist

Guild Group; Brisbane; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid working: 2 days in-office, 3 in

Exclusive staff discounts with leading

Employee Assistance Program withWell‑/

Health & wellbeing initiatives

Job summary

Guild Group is seeking a proactive Claims Specialist to support customers through challenging moments, delivering clear guidance and precise claim decisions on a portfolio of landlord claims. You will assess new claims, set expectations, and ensure decisions align with policy coverage, legislative requirements, and Guild's values.

Role involves appointing panel providers, managing reserving, mentoring teammates, and driving process improvements while maintaining a customer-centric approach in a

Qualifications

• An experienced claims professional looking to broaden your expertise in a supportive and customer-focused environment.
• Someone with property, motor or general insurance claims experience seeking a new challenge.
• A customer-focused professional who enjoys balancing empathy with sound decision-making.

Responsibilities

• Take ownership of a portfolio of landlord claims, managing each case proactively with a strong focus on customer outcomes.
• Assess and triage new claims, providing clear guidance and setting expectations throughout the claims journey.
• Apply sound judgement to determine claim strategy based on complexity and risk.
• Make indemnity decisions in line with policy terms, delegated authorities and the Code of Practice and prepare clear, well-reasoned correspondence that effectively explains claim outcomes to customers.
• Appoint and manage panel service providers, ensuring performance aligns with SLAs.
• Maintain accurate claims reserving throughout the life of each claim.
• Support team members through workload sharing, mentoring and collaboration.
• Identify opportunities for process improvement and share insights with leaders.

Skills

Customer focused

Communication

Stakeholder management

Analytical thinking

Financial awareness

Decision making

Autonomy

Team collaboration

Job description

Guild Insurance is Australia’s leading provider of insurance solutions for allied healthcare professionals. For over 60 years, we have delivered exceptional products and services driven by genuine care for our clients’ professional and financial wellbeing. With over 40 industry partnerships and 110,000 customers nationwide, we offer insurance our clients can truly depend on.

How we'll thrive together

We thrive together at Guild Group. Our people feel truly connected to our purpose and are motivated by it. With our eyes on the future, our people thrive on a challenge and learn from each other. Guild Group team members truly care about each other and our customers, and everyone contributes to make a real difference by supporting the people our communities rely on.

Your New Role

As a Claims Specialist, you’ll play a vital role in supporting our customers through some of their most challenging moments. You’ll provide clear guidance, set expectations early and manage claims with confidence, empathy and precision.

Managing a portfolio of low to medium complexity intermediated landlord claims, you'll deliver exceptional customer outcomes while balancing financial, risk, and compliance considerations, ensuring all decisions align with policy coverage, legislative requirements, and Guild's values. You'll also prepare clear, compliant, and customer-focused communications that explain claim decisions with professionalism and empathy.

You’ll:

• Take ownership of a portfolio of landlord claims, managing each case proactively with a strong focus on customer outcomes
• Assess and triage new claims, providing clear guidance and setting expectations throughout the claims journey
• Apply sound judgement to determine claim strategy based on complexity and risk
• Make indemnity decisions in line with policy terms, delegated authorities and the Code of Practice and prepare clear, well-reasoned correspondence that effectively explains claim outcomes to customers.
• Appoint and manage panel service providers, ensuring performance aligns with SLAs
• Maintain accurate claims reserving throughout the life of each claim
• Support team members through workload sharing, mentoring and collaboration
• Identify opportunities for process improvement and share insights with leaders

About You

You’re a motivated and customer-focused professional with a keen eye for detail and a strong commercial mindset. You enjoy solving problems, making informed decisions and delivering positive outcomes for customers, even in complex situations. You’re confident managing multiple priorities and comfortable making informed decisions in a fast‑paced environment.

• An experienced claims professional looking to broaden your expertise in a supportive and customer-focused environment
• Someone with property, motor or general insurance claims experience seeking a new challenge
• A customer-focused professional who enjoys balancing empathy with sound decision-making.

You’re known for your:

• Excellent communication and stakeholder management skills
• Strong analytical thinking and attention to detail
• Financial awareness and sound decision‑making
• Ability to work autonomously while contributing positively to a team
• Commitment to compliance, integrity and continuous improvement

Previous claims experience is highly desirable. Experience within landlord, property, home or building claims will be viewed favourably but is not essential.

What We Offer

• Hybrid working: 2 days in-office, 3 days remote
• Exclusive staff discounts with leading retailers
• Employee Assistance Program with innovative wellbeing support
• Health & wellbeing initiatives to help you thrive

Please note: Background checks including identity verification and police checks will be required for the preferred candidate.