Travel Claims Experience Specialist

Tokio Marine; Sydney; Híbrido; AUD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Yearly bonus

Novated leasing options

Hybrid working

Wellbeing leave

Parental leave

Learning & development

Descripción de la vacante

Tokio Marine Group in Australasia seeks a Customer Service Consultant to join the Travel Claims Team. You will manage inbound calls, assess claims, process policy administration, and guide customers through the claims journey in a fast-paced insurance environment.

This hybrid role offers a rotating shift between 8:00am and 6:00pm AEDT/AEST, with potential weekend/public holiday shifts and a focus on customer experience, compliance and continuous improvement.

Formación

• Strong call centre experience within Insurance and/or Travel sectors.
• Structured, fast-paced contact-centre or phone-based environment experience.
• Numerate with strong written and verbal communication and customer service focus.
• Decision making and problem-solving skills for customer satisfaction.
• Ability to read and understand Product Disclosure Statements.
• Proven computer literacy (MS Office) and contact centre software experience.
• Efficient time management and prioritisation abilities.
• Ability to recognise and support change within the team and role.

Responsabilidades

• Handle inbound claim-related calls and resolve enquiries with policy-based decisions.
• Answer questions about travel insurance policies and coverage and address complaints.
• Assist customers to lodge claims and guide them through the process.
• Register claims via online systems and email channels.
• Manage claim inboxes and respond to customer inquiries by phone/email.
• Take action during emergencies or for vulnerable customers, as needed.
• Own each customer contact and escalate to specialists when appropriate.
• Adhere to procedures and code of practice timelines; finalise claim payments.

Conocimientos

Call centre experience

Insurance knowledge

Numerate

Communication skills

Decision making

Problem solving

Change management

Herramientas

MS Office

Contact centre software

Descripción del empleo

Tokio Marine Group in Australasia seeks a Customer Service Consultant to join the Travel Claims Team. You will manage inbound calls, assess claims, process policy administration, and guide customers through the claims journey in a fast-paced insurance environment.

This hybrid role offers a rotating shift between 8:00am and 6:00pm AEDT/AEST, with potential weekend/public holiday shifts and a focus on customer experience, compliance and continuous improvement.