Claims Administrator

We are on the hunt for a customer experience focused motivated problem solver to join our team. Reporting into the Claims Administrator Team Leader you will support our external Call Centre as a Claim Administrator. The Claims Administration Team is responsible for all non-voice related customer resolutions including client and customer escalations case management product replacement resolutions and working with Manufacturers to seek alternative repair and replacement remedies.

What Makes This Role Unique

• Your work will directly impact the customer experience providing great resolutions to customers whilst working strategically with Manufacturers Retailers and internal teams.
• Youll be encouraged to gain a deep understanding of our business and bring your own ideas to the table and improve on our Customer Experience.
• With lots of variety in a fast-paced entrepreneurial environment you wont get bored!

Were Looking For Someone Who:

• Is passionate about the delivery of high-quality customer service experiences both in written and verbal scenarios.
• Brings an analytical and empathetic approach to resolving a vast range of customer service issues with conflict resolution decision making and problem-solving skills.
• Is ambitious: youll go above and beyond to get results (and youre able to motivate others to do the same!)

Key Responsibilities:

Operational Delivery 

• Manage escalated customer cases and service requests in line with business rules and authority limits. 
• Ensure timely and accurate claim resolutions within agreed service levels. 

Customer & Partner Experience 

• Deliver high-quality written and verbal customer communications including complaint and dispute handling. 
• Liaise with manufacturers and repairers to obtain repair updates parts availability and replacement approvals via different channels/systems.

Data Reporting & Insights 

• Maintain accurate case records and provide regular updates to internal stakeholders. 
• Use Excel and data analysis to identify trends risks and improvement opportunities. 

Collaboration & Cross-Functional Work 

• Support the Customer Experience team and Call Centre partner with escalations and approvals. 
• Work closely with internal teams to resolve complex customer scenarios. 

Risk Compliance & Quality Assurance 

• Ensure compliance with Australian Consumer Law and internal policies. 
• Process reimbursements and goodwill payments as per T&Cs and eligibility. 

Continuous Improvement 

• Contribute ideas to improve processes customer journeys and operational efficiency. 

Qualifications :

Essential 

• 13 years experience in customer service claims or case management roles. 
• Strong written and verbal communication skills. 
• Proven problem-solving conflict resolution and decision-making abilities. 
• Advanced proficiency in Microsoft Excel and data analysis. 
• Customer-first mindset with empathy and professionalism. 

Desirable 

• Relevant higher education qualification in Business Operations or related field (desirable) 
• Experience in insurance warranty retail or technology services. 
• Knowledge of Australian Consumer Law repairs and replacement processes.

Capabilities & Behaviours 

• Customer obsessed 
• Collaborative and adaptable 
• Accountable and outcomes-focused 
• Curious and continuous learner 
• Acts with integrity and transparency

Additional Information :

Benefits of Joining SquareTrade:

• Monthly allowance for phone/internet wellness and professional development.
• Access to comprehensive mental health resources.
• Inclusive hybrid work model with a one-off $750 home office set-up allowance.
• Regular company socials to celebrate our collective achievements.
• Catered lunches and a great range of food/beverages in the office.

Ready to Make an Impact with SquareTrade
We are proud to be an Equal Employment Opportunity employer promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates regardless of race gender age religion disability sexual orientation or any other status. Join us in making a difference.

Remote Work :

No

Employment Type :

Full-time