The Claims Customer Services officer is to be responsible in assisting the day to day administration around all claims/files within assigned portfolio and assisting assessor when requested. Ensuring the delivery of high quality customer service and developing a good working relationship with all peers, customers, trades and Insurance Companies

Key Responsibilities

• Customer Service: Liaising with the insured and the clients over the phone at all stages of the repair process
• Ability to build valuable relationships with clients that are based on mutual respect to build their loyalty
• Ability to develop, implement, manage and deliver multiple claims in an environment that is resource and time constrained with high demands for service quality.
• Ability to work effectively within a team environment, to proactively share knowledge and work collaboratively to support colleagues and deliver required business outcomes
• Excellent attention to detail and accuracy
• Strong administrative and office skills
• Sound written and verbal communication skills
• Strong listening and relationship building skills

Accountabilities (Technical Competencies)

• Answer phones and transfer to the appropriate staff member
• Follow up – Approvals & quotes
• Process: Reports, Quotes, Correspondence from building consultants promptly
• Data Entry: endure all insurer's databases are up to date
• Filing – duty roster allocation
• Scanning of Trade Quotes / Reports received via fax / email.
• Quote Statistics for National Assessing and Building Manager.
• Follow Up – Approvals & Quoted Await Acceptance.
• Following up trade quotes and reports, distribute to allocated Building Consultant to ensure tenders are submitted in accordance with Insurance Company deadlines.
• Follow up Building Consultants for quotes waiting to be submitted to ensure KPI is met.
• Retrieving quotes / Inspection Reports from Trade Portal and distribute to allocated Building Consultant / Project Manager
• Organising extension of time to submit quotations
• Support Building Consultant – Typing & Photo's.
• Assisting with the implementation of the companies OH&S plans and strategies.
• Perform other related duties as required.