Customer Advisor Internal Assessing, Allianz

Allianz

Location:
Australia, Darwin

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

At TIO, our strength lies in our deep understanding of the unique conditions faced in the Territory year after year, from floods to cyclones and everything in between. We provide a comprehensive range of insurance products for both personal and business needs. Proudly employing Territorians, our local claims team and contact centre are ready when our customers need us most. As a division of Allianz Australia Insurance Limited, TIO is backed by one of Australia’s largest general insurers.

Job Responsibility:

Identify trends through Technical complaints escalation handling to drive improvement in customer and business outcomes
Identify training gaps at an individual and portfolio level
Develop strategies to ensure teams meet the new Code of Practice obligations and outcomes
Share expertise in domestic claims with the wider AAL teams and identify capabilities and competencies required to manage internally assessed claims and influence the recruiting process
Oversee the execution of the Quality Assurance Framework for Internally Assessed claims, identifying training needs of individuals and overseeing the execution of the training in consultation with the Manager Property Assessing
Provide support regarding development conversations around individual Internal Assessors at a technical level
Oversee the delivery of onboarding of new internal assessors and maintenance of processes and procedures
Oversee Technical complaint handling, ensuring AAL meets Code of Practice obligations
Identify and deliver business improvement opportunities and efficiencies via complaints handling, Quality Assurance execution and Technical queries from Internal Assessors
Leverage and influence AAL Technical Teams to ensure current knowledge aligned to rest of the business and leverage best practice across Customer Services

Requirements:

Significant experience in a claims assessment / management role for a complex, matrixed general insurance organisation
ANZIIF Certificate 4 or Loss Adjustor accreditation or 3 years + experience in managing property claims desirable
Demonstrated experience in leading, coaching and developing a claims team at a technical level
Knowledge and understanding of home claims products
Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands
Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations
Proven capability to manage change through the initiation and promotion of organisational transformation, leveraging effective processes, collaboration and communication to foster commitment and participation
Actively works toward discovering and addressing the need for products and services among organisational members and stakeholders, client groups, and the general public and implements service delivery improvement action plans in compliance with organisational standards
Excellent verbal and written communication skills, capable of communicating with clarity, impact and influence

Nice to have:

ANZIIF Certificate 4 or Loss Adjustor accreditation or 3 years + experience in managing property claims
Knowledge and understanding of home claims products

What we offer:

Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day
Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance
Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources
Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program - own a piece of your employer

Additional Information:

Job Posted:
May 27, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Advisor Internal Assessing