Desktop Assessor
1. Permanent Role
2. Melbourne or South Australia location
About the role:
The Desktop Assessor is accountable for accurately assessing property damage via multiple assessing platforms including but not limited to; desktop assessing, virtual assessing, and when required onsite/on-road assessments.
The Desktop Assessor is required to determine claim quantum and scope under the relevant PDS. Through their customer interactions, and support for Claim Managers, Desktop Assessors deliver brilliant service, providing customers with peace of mind during the claims process.
More specifically, you will:
Provide brilliant service to our customers:
3. Deliver professional and brilliant service when completing virtual and desktop assessments, interacting with customers on the Claims 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).
4. Proactively communicate clear and accurate advice, solutions, timeframes and claim progress to stakeholders, Customers, Claim Managers, Repairers and Suppliers.
5. Support the Client Manager to identify customer resolution strategies to minimise customer escalations.
6. Proactively promote and communicate the benefits of our digital experience capabilities and elevate the customer interactions through the efficient and effective use of technology.
7. Identify customers experiencing vulnerability and take appropriate action to ensure the customer is supported.
8. Build effective and trusted relationships with stakeholders to meet customer and business needs; and support best practice claim outcomes.
9. Respond to customer and stakeholder requests within expected or agreed timeframes.
Effective assessing of claims:
10. Assess the property loss or damage via the virtual assessment platform or onsite to determine policy coverage (claim quantum, scope & schedule) and determine reserve within delegation levels.
11. Determine an appropriate claim fulfilment method that balances customer needs with business outcomes.
12. Clearly document all decisions made and reasons, including ownership details, reserve changes and acceptance/rejection of claims.
13. Contribute to claims cost control via following the panel selection process, reviewing quotes via ICBM platform & refining with repairers where necessary, and early identification of potential recovery action.
14. Assess the quality of the repairs via Quality Assurance processes and frameworks when required
15. Maintain current PDS knowledge to enable accurate coverage decisions and deliver fair and reasonable costs.
16. Follow and implement the Assessing & Repair strategy for working loss.
Proactive risk management & compliance:
17. Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
18. Identify potentially fraudulent activity and immediately report anything suspicious to your leader.
19. Identify unacceptable underwriting risks through virtual assessments or onsite assessments and report these to your leader.
20. Ensure compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, IDR processes).
Positively contribute:
21. Identify insights and performance feedback on the repairers via dedicated feedback mechanisms and report these to your leader.
22. Identify any process or customer experience improvements and share these with your leader. Where appropriate, also share these improvements with your peers and stakeholders.
23. Stay abreast of new repair techniques and stay current with industry standards and share with peers.
24. Actively support others during major events and catastrophes, in line with the Event Response Plan.
25. Take ownership for learning and development to uplift skills and capabilities.
26. Role model the Suncorp Our Compass Behaviours and Code of Conduct.
27. Positively contribute to team and take action to enhance own and others’ safety and wellbeing.
About You:
28. Industry qualifications e.g. studying or a completed ANZIF Diploma of Loss Adjusting, Cert IV in General Insurance (desired)
29. Qualifications in building or allied trades (desired)
30. Competent computer literacy and navigation skills (mandatory)
31. Minimum 2 years insurance experience (desired)
32. Minimum 2 years’ experience as a proven performer in customer service roles (mandatory)
33. Experience in compiling scope of works (desired)
34. Claims process knowledge (desired)
35. Previous experience as an Assessor (desired)
Key Capabilities
36. Competent computer literacy and navigation skills
37. Exceptional customer service experience and an ability to deliver a brilliant experience based on customer needs.
38. Advanced written, verbal communication and active listening skills
39. Technical expertise for use of devices with Virtual Assessing
40. Ability to provide technical support to customers for the use of Virtual Assessing tools
41. Strong time management skills.
42. Build and maintain effective and trusted relationships with stakeholders.
43. Stakeholder management and an ability to build effective relationships with internal and external stakeholders at all levels
44. Conflict resolution and an ability to show empathy and care.
45. Effective interpersonal and communication skills (written and verbal) and an ability to tailor approach or message to suit the customer, whether internal or external.
46. Strong attention to detail.
47. Good problem solving and strong negotiation skills which enable constructive and collaborative communication.
48. Proactive and positive mindset combined with resiliency skills.
49. Continuous improvement focus.
50. Committed to self-development and opportunities to increase skills and knowledge.
51. Ability to work in a fluid and flexible environment.
Technical Competencies
52. Knowledge of building and construction materials, methods, and the tools involved in the construction of repair of houses, buildings, or other structures.
53. Capability to establish the cause of the loss and determine whether it should be covered under the PDS.
54. Strong ability to interpret policies and policy response
55. Identification of fraudulent claims including misrepresented or exaggerated claims.
56. Ability to think and analyse situations accurately and make effective decisions to deliver appropriate customer and builder outcomes.
57. Sound knowledge of general insurance products, principles and underwriting.
58. 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.
59. Current awareness of consumer goods and repair/replace costs.
What we can offer you:
60. Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
61. A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
62. Invest in your brighter future with ongoing study support and career development programs.
63. Give back to our communities with payroll giving, donation matching and paid volunteer leave.
64. Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
About Suncorp Group:
We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey