Claims Team Lead
Claims Team Lead- To provide leadership, guidance and direction to the claim teams
Summary about this job
Claims
Company: World Nomads Group
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-5325-8302
Fax: +61-8-3787-3665
E-mail: n\a
Site: n\a
Detail information about job Claims Team Lead. Terms and conditions vacancy
World Nomads Group
World Nomads Group is a company that is transforming the way we think about travel insurance. We are passionate about helping our customers get the most out of their travel experience, to encourage everyone to travel smarter, travel safer, we take care of the what if’s so our customers can focus on the fun.
We are a subsidiary of nib, one of Australia's fastest growing health insurers, and a leading online travel insurance business. As we develop markets globally, we are looking to build teams with high concentrations of talent. Customer Experience is a key area in which we actively seek to make a more meaningful and deeper connection with our customers. At World Nomads Group, we take Customer Satisfaction and Resolution very seriously, continuously improving our ability to help our customers get the best out of their travels.
What you do and why you do it
- To provide leadership, guidance and direction to the claim teams
- To ensure excellent customer service at all times
- Training, coaching and mentoring on all claims processes
- Managing the work effort & performance of the team
- Quality reviews of claims and customer calls
Key responsibilities
- Manage the team to achieve targets on claims, maintaining compliance and travel service requirements
- Work with the Claims Manager to develop key performance indicators (KPIs) for the team
- Manage escalations and complaints for your team through the Resolutions process
- Undertake quality reviews on 2 files and 2 calls per assessor, per month, in line with the Claim Manager and Quality Assurance Specialist requirements
- Liaise with Quality Assurance and Customer Relations to develop coaching plans for each team member
- Undertake coaching and provide feedback to claims assessors, so as to assist in their ongoing development and meeting KPIs
- Work with Claims Manager on individual development plans for the team
- Maintaining knowledge base with the support of Quality, Compliance and Brand
- Reviewer and auditor of Claims Knowledge Base (Athena)
- Input into policy wording development and projects across the business
- Brand liaison for claims.
Personal Attributes
- Love to travel
- Ability to deal with difficult situations
- Organisational skills
- Fairness, integrity and respectful
- Delegation and negotiation skills