Insurance Claims Specialist in Melbourne

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries.

Job Description

Objective of the Role

Deliver industry leading service excellence whilst maintaining a commercial focus that drives business outcomes. Facilitate an efficient and cost-effective end to end claims experience that relieves stress and creates peace of mind for our customers in the moments that matter.

Key Accountabilities

• Lodge new insurance claims for our customers and intermediaries.
• Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions.
• Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed.
• Negotiate and obtain collection of customer excess including appropriate education of payment options.
• Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methods.
• Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim.
• Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent.
• Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function.
• Accountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisation.
• Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader.

Shift option:

• Flexi Part Time roles with a minimum of 15hrs per week offering a variety of shift options over 7 days in the week along with a variety of start windows.
• Full time: 38 hrs per week offering a variety of shift options between Monday – Saturday along with a variety of start windows.

WFH Requirement to be met by the successful candidate:

• Dedicated private work area.
• Ergonomically set up (desk/chair).
• Reliable Internet.
• Active Landline connection.
• Monitor.
• First aid kit and fire blanket.

Qualifications

• Relevant tertiary qualification desired (Business, Finance, Commerce).
• 1-2 years working in general insurance preferred.
• Call centre experience preferred.
• Experience working within a customer service environment.
• Computer literacy and navigational skills using multiple systems simultaneously.
• Demonstrated ability to achieve targets.
• Experience working in a fast paced, high pressured environment preferred.

Key Capabilities/Technical Competencies (skills, Knowledge, Technical Or Specialist Capabilities)

• Strong communication skills, demonstrated through active listening and ability to convey and explain information coherently and confidently in both written and verbal communication.
• Ability to use own judgement and analysis to develop solutions and courses of action based on logic, fact and within delegated level of authority and legislation utilising resources available.
• Ability to manage workload in a professional and prepared manner ensuring appropriate adherence to agreed timeframes, legislative requirements and work schedule.
• Ability to engage with a customer, utilise effective questioning and listening skills to understand both practical and emotional needs and manage the interaction to meet these needs.
• Advocate of change and positive ambassador of the benefits and opportunities.
• Committed to self-development and opportunities to increase skills and knowledge.

Benefits like - Incentives, Rewards and Recognition program, Laptop, Headset and Phone set provided.