Customer Resolutions Specialist - CTP
Melbourne, VIC, AU
Make a difference as a Customer Resolutions Specialist- CTP. Join the largest insurance group in Australia and New Zealand.
Your Role
Join our diverse Compulsory Third Party (CTP) complaints process, including consultants, technical advisors, and manager, with backgrounds in legal and allied health professions.
You’ll be responsible for the timely and quality management of reviewing and resolving complaints raised by CTP claimants, legal representatives, providers and other external stakeholders to CTP. We operate within 3 states, NSW, SA and ACT. You will own and manage end-to-end CTP complaints, reviewing case files and decisions made by our Claims consultants. You will manage complaints raised both internally and through external channels such as external complaint bodies and our regulators. You'll have an impact on the claims process by having a real input into driving better claimant experience, calling out process improvements and rebuilding trust between our claims' teams and claimants.
Through the training and coaching of staff you’ll provide valuable insights and recommendations to improve our claims practices and optimize customer and compliance outcomes.
Commencing immediately, this full-time opportunity offering hybrid working conditions with 2 days in the office and 3 days work from home. You may be based out of any state, where we have offices.
On Offer
Joining IAG you’ll have access to:
- Boosted superannuation with 13% as standard
- Up to 50% off personal insurance
- Hybrid work and flexi-time options available
- Welcome Back cash bonus when returning from parental leave
- Discounts on retail, travel and health items
About You
We are looking for someone who is agile and enjoys working in a fast-paced environment. You will also demonstrate:
- Strong customer service skills
- Experience in successful dispute resolution
- Candidates with legal qualifications would be highly desirable
- Ability to adapt written and verbal communication skills to suit the audience
- Strong analytical thinking skills
- Solid influencing skills
- High resilience
- Consistent decision-making skills
- Knowledge of CTP and related products
- Personal Injury/ Life insurance or medical experience; or
- Strong complaints experience
About Us
IAG is part/We’re part of the largest general insurance group in Australia and New Zealand. Together our family of brands turns the IAG purpose of making your world a safer place into action by helping, supporting ambitions and making insurance accessible.
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.