Job Description: About the Role The Claims Management team at DXC act as Third Party Claims Administrators (TPAs) and provide high quality claims management services to brokered clients across Australia and internationally. The purpose of this role is to manage our team’s customer care program, provide claims management services to clients and brokers and provide support to other claims consultants. 

You will work closely with colleagues, clients and insurers to liaise with claimants, undertake investigations and drive claims towards resolution following established processes. Diligence around complying with client and internal requirements is crucial in this role as well as the ability to proactively manage the claims portfolio allocated to you.

Working closely with senior claims consultants, you will further develop your claims management skills, risk management and analytical capabilities to grow in your career. 

Duties Manage the customer care program on behalf of our clients. This includes making follow up calls to customers involved in incidents, obtaining further information from both the client and the customer and reviewing the same, and, where necessary, guiding customers through the claims process.                                                                      Manage a portfolio of low complexity claims across various classes of insurance (eg. liability, property, motor) supported by a senior claims consultant. This includes tasks such as reviewing policy documents, incident report forms, CCTV, medical records and assessor reports, as well as undertaking investigations with the client and the claimant, responding to requests for information, calculating losses, and liaising with insurers etc. Driving the negotiation process and negotiating on behalf of the client you will acts as an advocate for the client and determine commercial / technical responses with a focus on achieving favourable outcomes for the client.

As part of the Client and Broker Service, you will also provide administrative and claims support to senior consultants, prepare routine reports, attend client meetings and participate in internal training and training with clients as required.

Skills

• Exceptional written & verbal communication skills and the ability to demonstrate compassion and empathy for the customer.
• High degree of integrity.
• Effective time management with a strong attention to detail.
• Outstanding record keeping skills
• Proficient computer skills including professional email writing and data accuracy.
• Adaptable and responsive to a continuously changing environment.
• To be resilient and have the ability to positively manage difficult situations.
• Ability to manage multiple competing priorities
• A team player attitude which supports and respects others.
• Strong understanding of national Claims Management and working within Client Service Agreements or Claims Unit standards.

Customer service and relationship building skills with an ability to work collaboratively to the mutual benefit of clients, brokers and the business 

Preferred qualifications

• Tertiary level qualifications, eg Diploma in Financial Services or a Law qualification
• Prior experience in general insurance, ISR or motor claims in a TPA environment
• Prior experience working for an insurer or brokerage.