Claims Officer
Suncorp · Brisbane
Claims Officer - Motor Claims
Suncorp Group | Fixed Term for 12 months I Commercial Insurance | Motor Claims
Location – Brisbane
At Suncorp, we're committed to making a difference for our customers when they need us most. We're looking for a customer-focused and solutions-driven Claims Officer to join our Motor Claims team, supporting Commercial Insurance customers, brokers, fleet operators, and leasing partners.
This is an exciting opportunity for someone who enjoys building relationships, solving problems, and delivering exceptional customer experiences in a fast-paced claims environment.
What You'll Be Doing
As a Claims Officer, you'll be responsible for managing commercial motor claims from lodgement through to resolution, ensuring customers receive outstanding service while achieving quality claims outcomes.
You'll work closely with customers, brokers, suppliers, fleet clients, and internal stakeholders to proactively manage claims, provide regular updates, negotiate outcomes, and deliver a seamless claims experience.
Customer Service & Relationship Management
- Manage inbound and outbound calls relating to Commercial, Fleet, and Leasing motor claims.
- Proactively keep customers, brokers, and stakeholders informed throughout the claims journey.
- Build and maintain strong relationships with fleet clients, intermediaries, and key stakeholders.
- Resolve customer and broker enquiries and complaints with professionalism and empathy.
- Attend client meetings and act as a trusted claims partner for fleet customers.
- Prepare correspondence, reports, and claim-related communications.
- Provide monthly client reporting and claims updates.
- Negotiate claim outcomes, settlement strategies, and resolutions with brokers and key stakeholders.
Claims Management
- Assess claims and determine the information required to progress each matter effectively.
- Gather, analyse, and interpret information to make informed claims decisions.
- Develop and manage claim action plans to ensure timely and effective claim resolution.
- Coordinate and manage suppliers and service providers throughout the claim lifecycle.
- Maintain accurate claims records and documentation.
- Create and manage customer-specific fleet claims guidelines.
Cost & Risk Management
- Manage accurate claim reserving practices.
- Identify the most cost-effective repair and fulfilment solutions.
- Negotiate settlements to achieve positive customer and business outcomes.
- Identify potential fraud indicators, recovery opportunities, and salvage prospects.
Team & Continuous Improvement
- Contribute to continuous improvement initiatives and projects.
- Support team objectives through collaboration and knowledge sharing.
- Maintain a commitment to ongoing learning and professional development.
- Demonstrate and embody Suncorp's values and customer-first culture.
What You'll Bring
We're looking for someone who thrives on helping customers and enjoys balancing customer care with commercial decision-making.
- Previous experience in insurance, claims, customer service, financial services, or a related industry.
- Strong customer service experience with a demonstrated ability to build rapport and trust.
- Excellent communication and interpersonal skills, both written and verbal.
- Confidence managing high-volume phone interactions and complex customer conversations.
- Strong negotiation, problem-solving, and decision-making capabilities.
- Ability to interpret complex information and determine appropriate claim outcomes.
- Resilience and adaptability in a dynamic and fast-paced environment.
- Strong organisational skills with the ability to manage competing priorities.
- High attention to detail and commitment to quality outcomes.
- A proactive mindset with a desire to learn and grow.
Desirable
- ANZIIF qualifications or a commitment to undertaking professional development.
- Understanding of Commercial Insurance, Motor Claims, Fleet Claims, or the broader insurance industry.
At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.
If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact judith.fernandes@suncorp.com.au for a confidential conversation. To apply for this opportunity, please submit your application directly via the link provided.
Chase the Sun and apply today.
Join our Brisbane-based Motor Claims team on a 12-month fixed-term contract, managing commercial motor claims and delivering exceptional customer outcomes through strong stakeholder relationships.