The Assessor is accountable for accurately assessing property damage and determining claim quantum and scope under the relevant PDS. Through their customer interactions, and support for Client Managers, Assessors deliver brilliant service, providing customers with peace of mind during the claims process.
More specifically, you will: Provide brilliant service to our customers: Deliver professional and brilliant service when completing on-site and desktop assessments, interacting with customers on the Client Manager's request – creating, accepting and rejecting the scope of work for claims – in line with the relevant PDS and Suncorp's service excellence standards and principles (be genuine, make it easy, own it and find solutions).Proactively communicate clear and accurate advice, solutions, timeframes and claim progress to stakeholders, including Customers, Client Managers, Repairers and Suppliers.Support the Client Manager to identify customer resolution strategies to minimise customer escalations.Identify customers experiencing vulnerability and take appropriate action to ensure the customer is supported.Build effective and trusted relationships with stakeholders to meet customer and business needs; and support best practice claims outcomes.Respond to customer and stakeholder requests within expected or agreed timeframes.Effective assessing of claims: Assess the property loss or damage, determine policy coverage (claim quantum, scope & schedule) and determine reserve within delegation levels.Determine an appropriate claim fulfilment method that balances customer needs with business outcomes.Clearly document all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims.Contribute to claims cost control via following the panel selection process, reviewing quotes & refining with repairers where necessary, and early identification of potential recovery action.Assess the quality of the repairs via Quality Assurance processes and frameworks.Maintain current PDS knowledge to enable accurate coverage decisions and deliver fair and reasonable costs.Follow and implement the Assessing & Repair strategy for working loss and events.Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.Identify potentially fraudulent activity and immediately report anything suspicious to your leader.Identify unacceptable underwriting risks from on-site assessments and report these to your leader.Ensure compliance with all internal policies, procedures, legislative and external requirements (e.g., General Insurance Code of Practice, Privacy, IDR processes).Positively contribute: Identify insights and performance feedback on the repairers via dedicated feedback mechanisms and report these to your leader.Identify any process or customer experience improvements and share these with your leader. Where appropriate, also share these improvements with your peers and stakeholders.Stay abreast of new repair techniques and stay current with industry standards and share with peers.Actively support others during major events and catastrophes, in line with the Event Response Plan.Take ownership for learning and development to uplift skills and capabilities.Role model the Suncorp Our Compass Behaviours and Code of Conduct.Positively contribute to team and take action to enhance own and others' safety and wellbeing.About You: Industry qualifications/ studying or completed ANZIF Diploma of Loss Adjusting (desired)Building or Trade Qualifications (desired)Minimum 5 years insurance experience (desired)Minimum 2 years' experience as a proven performer in customer service roles (mandatory)Experience in compiling scope of works (desired)Extensive experience in the building industry - residential or commercial (desired)Industry qualifications e.g., Cert IV in General Insurance (desired)Claims process knowledge (desired)Previous experience as an assessor (desired)Key Capabilities: Exceptional customer service experience and an ability to deliver a brilliant experience based on customer needs.Advanced written, verbal communication and active listening skillsBuild and maintain effective and trusted relationships with stakeholders.Stakeholder management and an ability to build effective relationships with internal and external stakeholders at all levels.Conflict resolution and an ability to show empathy and care.Effective interpersonal and communication skills (written and verbal) and an ability to tailor approach or message to suit the customer, whether internal or external.Strong attention to detail.Good problem solving and strong negotiation skills which enable constructive and collaborative communication.Proactive and positive mindset combined with resiliency skills.Committed to self-development and opportunities to increase skills and knowledge.Computer literacy and navigation skills.Ability to work in a fluent and flexible environment.Knowledge of Building and construction materials, methods, and the tools involved in the construction of repair of houses, buildings, or other structures.Capability to establish the cause of the loss and determine whether it should be covered under the PDS.Strong ability to interpret policies and policy responseIdentification of fraudulent claims including misrepresented or exaggerated claims.Ability to think and analyse situations accurately and make effective decisions to deliver appropriate customer and builder outcomes.Sound knowledge of general insurance products, principles, and underwriting.Sound knowledge of Privacy Act, Insurance and Financial Services, General Insurance Code of Practice, GST Compliance and other legislative matters as it applies to Claims.Current awareness of consumer goods and repair/replace costs.Additional Requirements Travel and deployment to events within Australia will be required on occasion.
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