Claims Customer Service Advisor

About Us

At Charles Taylor, we believe we hold a unique position in our markets. Our adjusting team is a unique group of experts, specialised in handling commercial losses and claims across major lines and geographies, many of which are large and complex in nature. We manage onshore and offshore claims through four main divisions: Property, Casualty, Technical & Special Risks, Marine, Aviation, and Natural Resources and are proud of our position as a leading global loss adjuster across all our disciplines.

Having been established by two brothers back in 1973, Charles Taylor Assistance started life as CEGA, adopting its current name after being acquired by the Charles Taylor Group in 2016. Charles Taylor Assistance is a global provider of integrated medical and security assistance, claims handling, pre-travel advice, medical screening, and travel risk management.

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The Role

Reporting to a Claims Team Leader, a Claims Customer Service Adviser will ensure that customers located in Australia are provided with first class customer service. They will efficiently and accurately assist with policy holders claims in line with the coverage provided by their policy, looking out for the interests of both our clients and our customers. This role involves responding to customers via telephone, as well as electronically. You will be required to shift patterns aligned to Australia time zone, and you may be required to occasionally work during Singapore public holidays.

Key Responsibilities

• Study for and pass the required certification for 'ANZIIF General Insurance Code of Practice 2024' (this short online course will be fully funded by Charles Taylor)
• Accurately assess claims in line with policy terms and conditions, paying valid claims quickly and without unnecessary delay, and ensuring customers who aren't covered are informed at the first opportunity.
• Provide an empathetic approach for all our customers and understand their needs.
• Identify both opportunities to recover money from other insurers, and potential fraudulent claims, during claims assessment to ensure we have our clients' best interests at the forefront of what we do.
• Attempt to resolve disputes with customers, referring to colleagues for advice if needed.
• Proactively present solutions to problems and ensure the principles of Treating Customers Fairly are considered. Where issues cannot be resolved, ensure these are escalated to the appropriate internal contact immediately.
• Take ownership of your personal workload, ensuring claims are handled in a timely manner and tasks are prioritised in order of importance.
• Communicate clearly with colleagues in all other relevant departments to ensure that customers receive a seamless end-to-end claims service.
• Ensure compliance with client and regulatory requirements throughout all aspects of the role. This includes, but is not limited to, data protection, treating customers fairly principles and complaints handling.
• Carry out Ad Hoc duties and tasks that are allocated to you at the discretion of management and that are within your capabilities and within the scope of your post.
• Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and Collaboration.

Required Skills

• Willing to study for and take the required certification course 'ANZIIF General Insurance Code of Practice 2024'
• Able to work a 3-week shift roster of early shifts (06:00am to 14:30pm) and day shifts (09:00am – 17:30pm), which may include Singapore Public Holidays
• Excellent spoken English, with confidence in communicating with customers over the telephone
• Effective conversation management skills, with the ability to remain calm and resilient under pressure
• Proficiency in Microsoft Office and general computer skills
• Naturally empathetic, ensuring a personalised journey for each customer.
• Ability to multitask, switching between telephone calls and file assessment.
• High accuracy and attention to detail.
• Proactive in all aspects of work.
• Great team player with the ability to contribute positively and support others in busy periods
• High levels of organisation of both time and workload.
• Experience within the insurance claims sector (desirable)

Why join Charles Taylor?

Charles Taylor prides itself on being a people-centric business. Our organisation culture and company values are at the heart of our everyday interactions with each other, as well as our customers and industry partners.

We strive to provide a positive working environment that offers opportunities for professional development and growth across all our business areas. This includes a structured onboarding process, job-specific skills development, online and in-person training, as well as study assistance for professional qualifications.

Equal Opportunity Employer

Here at Charles Taylor, we are proud to be an Inclusive Employer. We foster an environment of mutual respect with zero tolerance for discrimination of any kind, including but not limited to age, disability, gender identity, marital or family status, race, religion, gender, or sexual orientation.

Our goal is to promote an inclusive and diverse workplace where we actively appreciate and celebrate differences, allowing all employees to be their authentic selves. We take pride in our inclusive and diverse culture, fostered by our strong external partnerships and our commitment to promoting a transparent and fair recruitment and selection process.