Insurance Customer Service Team Leader

ARMA Group is a rapidly growing ASX listed specialist provider of contingent debt recovery solutions based in trendy The Grounds Alexandria. We provide innovative and industry leading technology that transforms the way business engage their customers regarding payments and service a large number of clients across all industry sectors including some of Australias best known brands.

In keeping with ARMAs commitment to outstanding customer care we strive to ensure that we operate with a key focus on respectful positive and empathic engagement with all customers to help identify and resolve their financial situation by achieving the best possible outcomes.

As a Team Leader (Insurance Recoveries) you will be responsible for leading and motivating Frontline and Operations Support employees and ensuring service levels operations targets and compliance obligations are conjunction with the Insurance Recoveries Manage you will assist in supporting end-to-end general insurance claims with a critical emphasis on recovering outstanding money from negligent parties.

Responsibilities

• Analysis of results against targets daily strategy and client focus areas
• Allocation of work queues and setup of the telephone dialer activity
• First point of contact for all customer escalations and complaints
• Manage employee enquiries regarding claim management
• Distribution of daily results against targets to the team
• Coaching and training of frontline employees 1:1 and in a group environment
• Review of aging portfolio and development of SMS letter and settlement campaigns
• Support in preparing and obtaining reporting data for client performance summaries
• Adhoc tasks and management support where required

Requirements

• Basic understanding of Australian Road Rules and law of negligence
• Proficient in Microsoft Office and a quick learner of database platforms
• Self-motivated with a healthy initiative and ability to work as part of a team
• Developed written and verbal communication skills
• Proactive approach to developing relationships with internal and external stakeholders.
• High level of attention to detail
• Strong time management skills and multi-tasking skills
• Debt collection process knowledge
• Customer Service experience

What We Can Offer You!

The ARMA family culture is the backbone of our success and working environment. This is why we have such a high calibre of individuals within the business and an amazing retention rateit all comes down to the fact that we care about our family. Just a few of the benefits of being part of this include: Generous incentives and rewarding bonus scheme for all staff when achieving KPIs EAP (Employee Assistance Program) Being part of a larger and rapidly going ASX list group of companies. Funwe work hard and as a result recognise the need for fun! Whether this be having a time out playing the PS5 or a game of table tennis to our epic monthly team outings and annual parties!

An all inclusion and diverse environment that encourages and desires everyones feedback and input. Demonstrated through such programs as our FLT (Female Leadership Team).

Equal Opportunity Employer

ARMA aspires to be the exemplar employer of choice for people from diverse backgrounds. ARMA aims to ensure equality in recruitment development retention and promotion of staff

and that no-one is disadvantaged on the basis of their gender cultural background disability sexual orientation or identity or Indigenous heritage. We encourage everyone who meets the selection criteria to apply.

To apply please submit your resume and cover letter via the below link.

Candidates without permanent Australian residency or a valid work visa need not apply.

As part of our recruitment process we require all successful applicants to undergo a police check.

This is a mandatory requirement for the position.

For more information contact Kelly Whitty To find out more about our company visit We look forward to hearing from you!

We thank all applicants for their interest; however only those selected for an interview will be contacted.