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Job Description - Claims Resolution Specialist (250000K6)Job Number:Claims Resolution Specialist (250000K6)DescriptionAt RACQ, were good people doing good things, making a positive impact every day, with opportunities to learn, grow, and be more.About the roleProvide expert support and consultation in delivering a member experience that sets the standard in the Insurance industry. This role reviews feedback from RACQ Members and investigates incidents where we have failed to meet our Members'' expectations or where intervention is required to bring the matter back on track. The role is empowered to resolve disputes with Members to achieve mutually acceptable outcomes for the Member, RACQ, and our Service Providers.This role will also manage a small portfolio of contentious and high-risk claims, ensuring they are managed efficiently, fairly, and transparently throughout the claim process.Work directly with complainants (including Members, third parties, advocates) to understand and resolve complaints and complex issues, liaising and negotiating with third parties to reach settlements on complex matters.Support and coach peers to deliver proactive, professional, and efficient customer service and claims management with accurate and compliant information.Handle matters raised via customer feedback mechanisms in a balanced, fair, and equitable manner, in accordance with RACQ standards.Resolve or escalate complaints or related queries from members, the AFCA, external third parties, staff, and management.Provide Members with verbal and written responses to complaints in line with RACQ''s Group Complaints Process.Inform stakeholders of dispute decisions and share learnings to promote continuous improvement.Provide proactive, timely, quality, and efficient claims outcomes through technical reviews of complex claims.About youSenior experience in motor claims, complex disputes, or complaint management.Ability to interpret information and make sound decisions.Strong analytical and problem-solving skills.Excellent written and verbal communication skills.Proven stakeholder management experience with influencing skills.Excellent investigative skills and attention to detail.Why join RACQ?It is an exciting time to be part of RACQ as we continue transforming towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are large enough to make a real difference, yet small enough to nurture your development.Join RACQ and participate in sustainability initiatives, including aiming to be a carbon-neutral organization by 2032. We have invested in sustainable companies and products, including home solar and batteries, Green Home and Car Loans, and other green initiatives. We advocate for, research, and offer green solutions.RACQ is committed to flexibility and encourages candidates to discuss their needs. We value diversity and inclusion, especially for Aboriginal and Torres Strait Islander peoples and those facing barriers to employment. Applicants from diverse backgrounds are encouraged to apply. Please inform us of any support or access requirements during your application.What we offerWe support your success in work and life, providing benefits such as:Financial benefits and discounts on banking, assistance, and insurance products.Paid volunteer leave, payroll giving, and community event volunteering opportunities.Flexible working arrangements, parental leave, purchased leave, cultural observance leave, public holiday substitution, personal wellbeing leave, and gender affirmation leave.Wellbeing programs including health discounts, flu vaccinations, health insurance, and confidential Employee Assistance Program (EAP).Development opportunities through in-house programs and digital learning platforms.Please Note: RACQ may require video interviews, psychometric assessments, and criminal history checks as part of the application process. Please advise us of any adjustments needed during your application. #J-18808-Ljbffr