Claims Team Leader

Summary about this job

Detail information about job Claims Team Leader. Terms and conditions vacancy

• Team Leader role
• Mascot location, onsite parking
• Great staff benefits

Thrifty Car Rental is a member of the NRMA Group of Companies and is the only wholly owned Australian international car rental brand.

We have a strong national presence, servicing over 210 locations across every State and Territory of Australia. Thrifty is a major industry player with an extensive fleet of over 15,000 vehicles that include cars, trucks, 4WD's and buses.

Reporting to the Customer Contact Manager the Claims Team Leader will be a key support to the BU Manager in achieving the overall business objectives. You will drive a high level of customer service in respect of internal and external interactions and convert customer complaints into return business.

Responsibilities will include:

• Priorities workloads on a daily basis and be the first point of contact for customer escalations within the claims function.
• keeping up to date, accurate records and ensuring processes are followed and the team deliver business requirements, meet targets and SLAs.
• Self-manage a portfolio of claims that has been delegated and assist with delegation of claims to team members
• Negotiate with clients on settlements and make decisions on legal referrals or external collection companies in conjunction with the Customer Contact Manager
• Check and action appropriate refunds, third party payments or service provider payments.
• Organise investigations where appropriate to determine claim settlements
• Follow up outstanding debts from customers and meet collection targets
• Ensure all claims demands are generated and in adherence to Thrifty’s terms and conditions
• Ensure efficient timely and professional response times to all customer (internal & External) enquiries is achieved
• Provide coaching and advice to the claims & Recovery team members as needed in a productive and considerate manner
• Complete reporting and submission of collection results on a monthly basis

To perform the role effectively, you will possess the following attributes:

• Formal qualifications are not a pre-requisite
• Insurance experience desirable but not essential
• Previous experience managing team workloads and priorities desirable
• Demonstrated effective usage of interpersonal skills along with a communication style to cross business unit lines and liaise with outside contacts.
• Strong personality with a good phone manner.
• Desire to learn and expand PC and insurance knowledge and practice.
• Desire to work in an environment where targets are exceeded and results are achieved in part through others.
• Previous experience in a customer service environment 

We are proudly diverse and are committed to fostering an inclusive culture where all people are valued, respected and able to contribute their talents to drive organisational performance. We encourage applications from people from diverse backgrounds including Aboriginal and Torres Strait Islander people.

If this is the opportunity you have been waiting for, Apply Now!