Insurance Specialist providing consultative insurance guidance and acting as an experienced insurance agent. Collaborating across business lines to meet member financial planning needs in North Carolina.
About the role
- Customer Resolution and Assurance Specialist managing customer complaints and enhancing service quality in an insurance environment. Fostering a caring culture and analytical solutions for client satisfaction.
Responsibilities
- Investigate, manage and address customer complaints within service levels, ensuring outcomes are fair, consistent, and aligned with business, regulatory, and customer expectations.
- Use data analysis, legislative review, stakeholder engagement, and clear written and verbal communication (including empathetic conversations) to deliver outcomes
- Ensure all communications and decisions meet regulatory, legislative and client contractual requirements. E.g. GICOP, ASIC RG 271 and client contracts.
- Analyse complaint and quality assurance (QA) data to identify systemic issues, recommend improvements, and enhance client/customer outcomes.
- Track and report on QA performance, highlighting key findings and development priorities.
Requirements
- Prior dispute resolution or customer complaints experience within a claims environment
- Exposure to de-escalation techniques and resilience in managing complex cases
- Analytical mindset with the ability to draw actionable insights from Sedgwick data
- Working knowledge of GICOP, Insurance legislation, RG 271 and ASIC reporting requirements
- Commitment to customer centric, fair and efficient resolutions
Benefits
- Hybrid working arrangement.
- Sedgwick Australia University – access to more than 15,000 courses on demand and opportunities to continue formal education
- +0.5% on top of Superannuation Guarantee
- Domestic and International Career Pathways
- Sedgwick Colleague Resource Groups – international, cross-functional, colleague-led groups aimed at fostering an inclusive workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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