Senior Claims Examiner - Multiline

Mercor; Western Australia; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

14 weeks parental leave

Additional paid leave

Job summary

Capricorn is seeking a Claims Support Officer to be the first point of contact for Members at claim lodgement, guiding next steps with empathy and professionalism. You will evaluate claim details, determine triage, and coordinate early actions such as service appointments and make-safe arrangements to deliver a seamless experience.

In this role, you will keep Members informed, process claims accurately, and support timely resolutions while managing high call volumes in a member-first environment

Qualifications

• Advanced Microsoft Office skills, including Outlook.
• Sound analytical and problem-solving capability.
• Strong written and verbal communication, with close attention to detail.
• The initiative to work with minimal supervision and follow matters through.
• The ability to negotiate with a focus on achieving a sound outcome for the organisation.

Responsibilities

• Be the first point of support for Members at claim lodgement.
• Evaluate initial claim details and determine triage approach.
• Coordinate early claim actions such as service provider appointments, towing and make-safe arrangements.
• Keep Members informed and process claims accurately to support timely resolution.
• Handle high call volumes with empathy and professionalism.

Skills

MS Office

Analytical thinking

Communication skills

Customer service

Claims experience

Self-motivation

Tools

Claims system

Job description

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program.

We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers.

At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger: a Community which is connected and supported to make a difference, while having some fun along the way!

A little about the role

As Claims Support Officer, you will be the first point of support for Members at claim lodgement, providing clear guidance on next steps and managing expectations with empathy and professionalism.

You will evaluate initial claim details, determine the appropriate triage approach, and coordinate early claim actions such as service provider appointments, towing and make-safe arrangements.

You will help deliver a seamless claims experience by keeping Members informed, processing claims accurately and supporting timely claim resolution.

This position is a member first response position on the phones, and we do receive large numbers of calls in a day to assist our member

What you’ll bring

We’re looking for someone who brings sound judgement, strong attention to detail and a service-focused approach to claims lodgement. You will be comfortable working accurately at volume, communicating clearly under pressure and staying composed when conversations are challenging.

• Advanced Microsoft Office skills, including Outlook.
• Sound analytical and problem-solving capability.
• Strong written and verbal communication, with close attention to detail.
• The initiative to work with minimal supervision and follow matters through.
• The ability to negotiate with a focus on achieving a sound outcome for the organisation.
• The ability to build positive relationships and provide a high level of service to internal and external customers.
• Customer assistance or insurance experience.
• Experience using a relevant claims system.

A little on life at Capricorn

At Capricorn, we’re committed to creating an environment where our people can thrive, both professionally and personally. That’s why we’ve built a range of benefits that support wellbeing, flexibility, development, and important moments in life, helping our people do their best work while balancing what matters most to them.

• A hybrid work model for office-based team members, with flexibility to work both from home and the office.
• 14 weeks inclusive paid parental leave for all eligible Team Members, providing equitable support of all parents and caregivers.
• Two additional days of paid leave to support moments that matter to you.
• Wellbeing, fitness, and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development opportunities, including training opportunities and study assistance for eligible team members.
• Additional benefits such as purchased leave, salary continuance insurance, social club, novated leasing and more.
• For eligible field-based roles, Team members also receive a fully maintained vehicle and fuel card, providing support for both business and personal travel.

Sound like you’d be a good fit?

If you are ready to support Members with accurate, fair and responsive claims lodgement, we’d like to hear from you.