Claims Manager
7 days ago
We are seeking a dedicated and professional individual to fill the role of Customer Operations / Claims Coordinator. This is an opportunity to join our team and provide exceptional service to customers involved in motor vehicle accidents.
The successful candidate will be responsible for managing the entire process from start to finish, ensuring smooth coordination of bookings, customer updates, towing, and vehicle repairs. They will also be responsible for handling all inbound and outbound customer calls and leads in a timely manner, maintaining lead conversion performance in line with KPIs.
The ideal candidate will have a strong background in motor vehicle accident insurance or claims, excellent phone communication and customer service skills, and at least 5 years of experience in a customer-facing, operations, or claims support role. They should also be proficient in written and spoken English, confident communicating with Australian customers and partners.
Responsibilities:
- Deliver high-quality customer service and continuously improve processes.
- Handle all inbound and outbound customer calls and leads in a timely manner.
- Maintain lead conversion performance in line with KPIs.
- Coordinate with repairers, tow truck operators, fleet agencies, and assessors to manage the repair process.
- Collaborate with internal departments to ensure efficient case management.
- Support end-to-end claims coordination including lodging claims, gathering evidence, and following up on progress.
- Assist in determining liability and initiating recovery from at-fault third-party insurers.
- Arrange accident replacement vehicles and coordinate delivery/pick-up logistics.
- Update customers throughout the claims process and ensure timely resolution.
- Maintain accurate and up-to-date case records and documentation.
Requirements:
- Strong background in motor vehicle accident insurance or claims.
- Excellent phone communication and customer service skills.
- At least 5 years of experience in a customer-facing, operations, or claims support role (AU client experience preferred).
- Strong attention to detail and ability to manage multiple active cases with minimal supervision.
- Proficient in written and spoken English; confident communicating with Australian customers and partners.
- Experience using CRM or case management tools (e.g. Salesforce, HubSpot, or similar).
- Reliable internet connection and backup power solutions.
- Flexibility in work hours and location, with a focus on managing energy rather than time.
- Access to online learning platforms and a budget for professional development.
- A collaborative, no-silos environment, encouraging learning and growth across teams.
- A dynamic social culture with team lunches, social events, and opportunities for creative input.
- Health insurance.
- Leave Benefits.
- 13th Month Salary.
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