Claims Training and Compliance Officer

Posted 20 April 2022
Job type Full time
DisciplineCall Centre Operator, Customer Service

Job description

Utilise your outstanding people skills, training abilities and attention to detail to train new and existing claims team members and ensure compliance standards are met. | APPLY NOW

The Organisation
Our client delivers a high-quality service in the automotive insurance industry. Primarily around insurance for car yards and novated leases they offer premium warranty and insurance for highest quality service.

The Role

A role exists for someone to join our client’s team in either their Latrobe Valley or Melbourne office as a Claims Training and Compliance Officer. The primary function of this role is to deliver training and development programs to all staff members. Working closely with the claims team leader and broader claims team to identify and deliver training that increases customer service standards and improves processes.

This role has the flexible option of full time or four days a week, between Monday to Friday with the hours of 9am to 5pm.

Key Responsibilities will include but are not limited to;
  • Utilise date to identify performance gaps and opportunities for performance improvement
  • Initiate conversations with National Claims Manager and Claims Team Leader to understand individual and team needs to align training and drive associated coaching activities
  • Deliver training and one on one coaching
  • Onboard new Consultants with a focus on ensuring their first six months meet or exceed targets
  • Develop a monthly training plan, in line with business unit objectives
  • Analyse and monitor Consultant’s performance to provide monthly training reports to the Claims Leadership Team
  • Contribute to establishing and driving “best practice” principles on service, objection handling, and processing
  • Keep abreast of industry sales effectiveness development
  • Contribute to the development of claims coaching and training documentation as required
  • Liaise with the Learning and Development team to update various training materials
  • Keep training records and learning paths up to date in the LMS
  • Back-up support to calls and processing for the team, particularly during peak and high-volume times
So, if you have…
  • Minimum 3-5 years’ experience in a call centre environment
  • Experience in processed compliance and coaching utilising call monitoring systems
  • Strong communication skills
  • Advanced computer skills, particularly Outlook and MS Office Suite
  • Reporting experience is not required but highly desirable
then APPLY NOW or for any enquiries, please contact the Gippsland DFP Recruitment team on 03 5176 3140. Your confidentiality is assured. 

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.