Lead Associate - Operations

WNS; Sutherland Shire Council; On-site; AUD 65,000 - 90,000; Full time

Job summary

WNS is seeking an experienced Claims Specialist to lodge new insurance claims for customers and intermediaries in NSW. You will determine coverage through exploratory questioning, policy interpretation and informed decision making, and elevate customer experience by setting clear expectations of the claims process.

You will negotiate recoveries, manage inquiries from customers, suppliers and third parties, and contribute to cost management and process improvements within the Claims function.

Qualifications

• Relevant tertiary qualification in Business, Finance or Commerce.
• Insurance claims experience is preferred.
• Strong communication and analytical skills.

Responsibilities

• Lodge new insurance claims for customers and intermediaries.
• Determine coverage through exploratory questioning, policy interpretation and informed decision making.
• Set clear expectations of the claim process and communicate how the claim will be managed.
• Negotiate and obtain collection of customer excess including education of payment options.
• Ensure information provided to the customer is clear, complete and accurate based on policy knowledge.
• Identify opportunities to improve processes and participate in testing to improve efficiency and cost effectiveness of Claims.

Skills

Claims processing

Customer service

Negotiation

Cost management

Policy knowledge

Education

Relevant tertiary qualification

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Lodge new insurance claims for our customers and intermediaries Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed Negotiate and obtain collection of customer excess including appropriate education of payment options Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methods Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim Respond to and manage claim activities; customer, supplier and repairer correspondence and complaints within agreed timeframes and obligations Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent Ensure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function Accountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisation Appropriate and professional workplace behaviours, assist other team members and willingly undertake other key responsibilities and activities to contribute to overall portfolio health Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader

Qualifications

Relevant tertiary qualification desired (Business, Finance, Commerce)