Job Title

Senior Claims Service Consultant Level QLD, VIC, NSW & SA Start date: June (possible). About the Role Follow the AAL Claims Management Process. Manage a high volume of inbound and outbound calls. Responsible for endtoend claim management and for progressing claims forward with stakeholders. Maintain knowledge of current legislation; apply sound decisionmaking to all claims, making liability decisions of increasing complexity from lodgement to closure. Coach less experienced team members when required to support capability development. Manage a portfolio of claims from validation to finalisation within PCA authority levels, keeping clients informed as per communication requirements. Review claims and authorise payments for other team members within allocated authority, ensuring adherence to AAL standards to minimise leakage and increase claim cost. Manage claimant and internal/external stakeholder expectations and relationships. Build and maintain positive working relationships within the team and the greater business unit. Adapt communication style to suit client interactions, matching voice, tone, pace and style appropriately. Ensure compliance with all sections of the General Insurance Code of Practice, following processes and procedures to avoid legislative breaches. Provide timely and effective responses to customer needs and accurate processing of claims, adhering to AAL phone standards. About You Tertiary or industryspecific qualifications (preferred). Retail property experience. A genuine passion for customer obsession. Demonstrated ability to work in a fastpaced environment and adapt to change. Meet technical capability and competence standards required for professional progression within AAL, including submission of a portfolio of supporting evidence (for AAL employees only). Experience in handling claims management processes and procedures across a variety of general insurance product lines in a complex, matrixed general insurance organisation. Collaboratively work in a team environment, with demonstrated coaching and capability building experience. Plan and prioritise effectively, organise tasks and manage competing resources and demands. Interpret and analyse complex information, extract insights and evaluate options for decisionmaking. Pay high attention to detail, completing tasks thoroughly and accurately and quickly identify errors or inconsistencies. Demonstrate technical proficiency with systems, software, databases, reporting and communication tools. Excellent verbal and written communication skills, balancing empathy, compassion and commercial outcomes for AAL. Passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape. Benefits and Perks Inclusive culture with a supportive, openmind team focused on customer outcomes. Worklife balance with flexible, hybrid work arrangements and tailored workplace adjustments where possible. Career development opportunities, including mentoring, development and global mobility, with access to over 10,000 learning resources. Financial and wellbeing perks: discounts on Allianz products, retail, tech and travel, financial wellness initiatives and an Employee Share Purchase Program. For more details on benefits, visit the Allianz Careers site. Adjustments and Support If you require any support and adjustments to participate equitably in our recruitment process, please [email protected] for a confidential conversation. EEO Statement We welcome applications from all backgrounds and protect against discrimination on the basis of race, ethnicity, gender, age, disability, sexual orientation and other characteristics protected by law. #J-18808-Ljbffr