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May

Claims Examiner, Portfolio Solutions

AIG - Brisbane City, QLD

Banking & Finance
Source: uWorkin

JOB DESCRIPTION

Full Job Description
Location - Melbourne (or) Brisbane

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

Our Claims professionals support AIG policyholders through some of the most trying times. When our clients face losses large and small, we step up to help them ease the financial burdens of catastrophic events like fires and hurricanes; we help them get their businesses back up and running again or recoup the value of a lost family heirloom or a prized possession. Our Claims team is an industry leader, drawing daily on its unparalleled levels of expertise to offer our clients the highest levels of stewardship to drive total cost of claim improvement and consistent outcomes. AIG manages claims using a wealth of technical and market knowledge about risks, business practices, and the ever-evolving legal and regulatory environment.

About the role

Reporting to the Portfolio Solutions Claims Team Manager - Australia, you will handle and triage newly reported claims via email and/or telephone, ensuring that full and relevant data is recorded from the outset to enable the Complex Claims Adjuster to deal with the cases with no requirement to obtain further data wherever possible.

Effectively managing the Claims Inbox undertake initial claims review including allocating, triaging and first actions and/or acknowledgements on claims. Lodging and handling VBA/Desktop low value, low complexity claims.

What you need to know:
Functional Responsibilities :
Recording new claims directly onto the AIG system that are received via telephone, post, fax or e-mail (FNOL)

Assessing coverage/quantum to issue claims acknowledgement and undertake initial actions including quote or make safe requests

Allocation in accordance with segmentation rules including assigning and informing the file handler

Taking pro-active steps to effectively manage Customer expectations in order to achieve overall customer service proposition

Monitoring, reviewing and redistributing complex claims teams group email folders and telephones

Provide general admin assistance to complex claims examiners including payment processing

Contributing to ensuring the Unit’s Key Performance Targets are met and that own objectives are achieved

Ensuring that all allocated work is handled within the Key Performance Targets of the Department

Promoting compliance with best practice for all aspects of claims assessment and be aware of bespoke practices for specified clients

Following agreed internal and external processes, policies and procedures to ensure quality and service standards are met and leakage minimised

Developing communication for internal stakeholders, where required

Striving for continuous improvement on claim file handling with feedback and support through the Quality Assurance Review processes

Contributing to maintenance of best practice procedures for (LOB) Complex claims, consistent with global best practice

Accountabilities :
Ability to take a pro-active and results orientated approach to claim allocations and handling, whilst making claimants feel valued

Takes ownership and follows through on agreed commitments and will take the initiative to overcome problems and implement solutions swiftly

Timely, accurate and customer focused claims administration resolution

Financial control through consistent reserve and other financial transaction discipline

Line of business specialist knowledge :
Property - Real estate/office, Strata, Leisure (hotels, resorts, fitness etc) Transport Infrastructure, Manufacturing & process Industries, Terrorism

Energy - Oil & Petro-chemical knowledge, Oil-rig experience, Power/Utilities knowledge, CAR, Mining loss knowledge, Terrorism.

What we’re looking for:
Previous experience in a similar role with ability to demonstrate capabilities in managing claim notifications and/or administration functions

The ability to solve problem and develop new ideas to improve working practices

Strong customer service and negotiation skills

Awareness of industry practices surrounding insurance claims management

Solid working knowledge of Microsoft Packages - Excel, Word, Outlook etc and ability to use applications in a Windows environment

The ability to be a self-starter, proactive and ‘hit the ground running’ from the outset

Willingness to work toward Industry qualification and open to self-development

Ability to develop and maintain effective relationships with all internal and external stakeholders, brokers and clients

Core Competencies:
Good communication skills, both written & verbal

Time management - Ability to handle multiple priorities, organise work and meet deadlines

Ability to contribute effectively within a team environment

Ability to work with claims stakeholders to effectively direct claims strategy

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com . Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:
CL - Claims

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Australia Limited