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Au-complaint Handler

Crawford and Company - Dowsing Point, TAS

Insurance & Superannuation
Source: uWorkin

Source: uWorkin


Full Job Description
Why Crawford?

At Crawford, we care about our people and embrace the unique talents of each of our team members. We foster career progression through training/engagement and offer a generous benefits package. Crawford leads by example and is at the forefront of our industry. So, let us welcome you as part of our global community

Purpose of Position

Respond to client requests for Complaint Reviews & provide detailed analysis of the review results in the required format

Active file management reviews against GICOP and establish potential breaches and route cause analysis
Data capture on breaches
Diary management & follow up of Managers / Adjusters for key information as part of Complaint reviews
Management reporting on breaches and the ability to analyse spreadsheets and compile data capture for Monthly Management reports
Liaising with External and Internal Claims Adjusters, other Crawford staff including Contractor Connection and external service providers and suppliers
Providing support and advice to Team Leaders and Managers on the GICOP rules and requirements
Adhere to insurer client Service Level Agreements and processes on complaint reviews
Update Claims Management System as required
Effectively deal with different Client requirements
Comply with and maintain Service Level Agreements and Key Performance Indicators
Maintaining company reputation and insurance product integrity by complying with federal and state regulations and service standards
Process daily outgoing mail in a timely manner
Maintaining professional and technical knowledge through continuing education
Key Crawford Behaviours
Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

Dowsing Point, TAS

Insurance & Superannuation


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