Claims Specialist

Hertz; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Discounts on brands

Car Sales Program

Car Leasing

On-site Parking

Sustainability focus

Charity partnerships

Wellbeing & safety

WGEA certified workplace

Job summary

Hertz is seeking a Claims Specialist to manage a portfolio of motor-vehicle claims within our Australian contact centre. You will investigate, negotiate outcomes, recover costs, and deliver timely resolutions in line with policy and rental agreements.

You will collaborate with customers, insurers, repairers, and internal teams to minimise losses and provide exceptional service. 1–3 years experience preferred; insurance background valued; strong negotiation, communication and multitasking skills

Qualifications

• 1–3 years’ experience handling motor vehicle claims in a contact centre.
• Experience in the insurance industry is highly regarded.
• Strong negotiation and problem-solving skills.
• Excellent customer service capabilities.
• A resilient, confident and professional approach.
• Strong active listening and questioning skills.
• Excellent time management and organisational skills.
• Exceptional verbal and written communication skills.
• Ability to quickly build rapport and communicate in a firm, engaging and respectful manner.
• Ability to prioritise competing workloads and multitask effectively.

Responsibilities

• Manage claims across an allocated portfolio and respond to individual customer requirements.
• Make and receive customer calls relating to the recovery of funds.
• Manage and resolve customer enquiries.
• Ensure claims are followed up at the appropriate times and in line with established procedures.
• Issue statements of claim when required.
• Liaise with internal departments to resolve queries.
• Provide regular updates on claim progress to relevant business departments and senior management.
• Liaise with external parties, including outsourced agents and insurance companies, providing relevant documentation and information.
• Maintain timely and accurate administration while working towards agreed claims recovery targets.

Skills

Negotiation

Customer service

Active listening

Time management

Communication

Multitasking

Relationship building

Problem solving

Organizational skills

Job description

Hertz is more than a rental car business. It is a global company proud to dedicate itself to meeting customer needs by offering a wide variety of vehicles and services. Boasting a rich history of significant first steps, ambitious ideas and innovation, Hertz has evolved into the reputable global brand it is today. Our global company includes our other reputable brands of Thrifty, Dollar, Ace and Flexicar. At Hertz we drive a ‘One Team’ culture which means at Hertz you will be exposed to all our different brands and be apart of a global multibrand team. We value people, driving change and winning together. If these values resonate, then Hertz is the place for you to achieve your career goals.

To continue our success in the future of car rental, we’re looking for customer focused, high performing IT Analyst to join our exceptional team and grow your career!

What are the Perks?

• Generous discounts on our brands
• Employee Car Sales Program
• Car Leasing Program
• On-site Airport Parking
• A focus on sustainability
• Targeted charity partnerships
• Key focus on wellbeing and safety
• WGEA Certified workplace

About the Role?

As a Claims Specialist, you will manage a dedicated portfolio of claims, ensuring each matter is handled professionally, fairly, and in accordance with company policies and rental agreement terms. You will work collaboratively with customers, insurers, repairers, legal representatives, and internal stakeholders to investigate claims, negotiate outcomes, recover costs, and deliver timely resolutions. Through effective case management and strong stakeholder engagement, you will play a key role in minimising losses, maximising recoveries, and providing an exceptional customer experience.

Key responsibilities include:

• Manage claims across an allocated portfolio and respond to individual customer requirements.
• Make and receive customer calls relating to the recovery of funds.
• Manage and resolve customer enquiries.
• Ensure claims are followed up at the appropriate times and in line with established procedures.
• Issue statements of claim when required.
• Liaise with internal departments to resolve queries.
• Provide regular updates on claim progress to relevant business departments and senior management.
• Liaise with external parties, including outsourced agents and insurance companies, providing relevant documentation and information.
• Maintain timely and accurate administration while working towards agreed claims recovery targets.

About You?

• 1–3 years’ experience handling motor vehicle claims within a contact centre environment.
• Experience within the insurance industry is highly regarded.
• Strong negotiation and problem-solving skills.
• Excellent customer service capabilities.
• A resilient, confident and professional approach.
• Strong active listening and questioning skills.
• Excellent time management and organisational skills.
• Exceptional verbal and written communication skills.
• Ability to quickly build rapport and communicate in a firm, engaging and respectful manner.
• Ability to prioritise competing workloads and multitask effectively.
• Ability to work in a fast-paced environment and make timely decisions.
• Strong relationship-building skills with a customer-focused and results-driven approach.

About the Offer?

In return for your hard work and dedication, in addition to the company perks, you will be rewarded with:

• A competitive annual salary package
• Opportunities for career growth and developmentA supportive team environment
• Employee Benefits and a motivating company culture

At Hertz we pledge to provide a safe and supportive work environment for everyone. We are an inclusive business who welcomes diversity and we encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people with disabilities.

This is a brilliant opportunity for an individual who is passionate about customer service and has the ability to work collaboratively as a team to achieve targets.

Please note Police Background Checks will be completed for external candidates as part of the Recruitment Process