Westpac
Claims Consultant
To become number one for customer service
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Westpac
Westpac is Australia’s oldest bank and company, one of four major banking organisations in Australia and one of the largest banks in New Zealand. We provide a broad range of banking and financial services in these markets, including consumer, business and institutional banking and wealth management services.
About the role
What’s the role? The primary purpose of this role is to effectively and efficiently manage workers compensation claims in line with relevant legislation, compliance standards and self-insurance licence conditions
The role sits within the Employee Care Team, HR Services. Claims Consultants manage Australian workers compensation claims in multiple self-insured jurisdictions and are supported by two Squad Leads – Claims and Portfolio Key Responsibilitys:
- Manage workers compensation claims consistent with legislation, regulations, internal standards, policies, procedures and financial delegated authority
- Provide specialist advice while actively engaging stakeholders and business partners to progress the management of workers compensation matters
- Contribute to Westpac's self-insurance licenses for workers compensation by ensuring a strong compliance focus
- Implement and monitor claim policies, procedures and tools to comply with legislative and internal requirements
- Contribute to and drive the continuous improvement of the systems and procedures for claims support and management, including auditing and improvement initiatives
- Build awareness and capability of stakeholders in supporting care for their employees
- Represent Westpac’s interests at mediation, arbitration and the like
- Engage actively with external stakeholders such as Regulators, Reinsurers and Actuary
What do I need?
- 3 – 5 years experience in workers compensation claims management
- Working knowledge of workers compensation legislation
- Strong communication, influencing and negotiation skills
- Sound and commercial decision making skills
- Proven legal and litigation knowledge and experience
What you'll be responsible for
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Relationship Building and Management
Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Service orientation
Actively seeks and develops strategies to help key stakeholders
Meet the team
Westpac Group’s purpose is Creating Better Futures Together – it’s what we do, who we are and why we come to work every day. As part of the Mortgage Operations team, you’ll be paramount to helping contribute the delivery of Westpac’s vision by providing exceptional customer service.