Claims Officer

Join a leading mid-sized insurance brokerage with over 3 decades of operation, where you’ll play a key role in helping clients navigate claims, amongst a team of 5 other claims staff.

About the Role

As a Claims Officer, you’ll work closely with clients, insurers and internal broker teams to manage claims from initial notification through to resolution and favourable settlement. The role combines technical claims knowledge with a strong focus on building trusted relationships, meeting regulatory requirements and contributing to a high standard of service.

This is a great opportunity to bring your claims experience to a supportive, relationship-driven environment where quality service and achieving the right outcomes matter.

Key Responsibilities

• Manage a portfolio of ~100 general insurance claims from lodgement through to favourable settlement.
• Assess claims, gather supporting information and monitor progress to ensure timely outcomes.
• Liaise with clients, insurers and internal stakeholders to resolve claims and negotiate favourable settlements.
• Respond to client enquiries and provide clear guidance throughout the claims process.
• Manage complaints in accordance with internal dispute resolution requirements, including RG 271.
• Identify potential issues, escalate complex matters and support fair and effective resolutions.
• Maintain accurate claims documentation and ensure compliance with relevant legislation, policies and procedures.
• Identify opportunities to improve claims processes, service delivery and client outcomes.

About You

To be successful in this role, you will have:

• Previous experience managing general insurance claims, ideally multiple key commercial lines.
• The ability to manage claims end-to-end, including assessment, negotiation and settlement.
• Experience interpreting insurance policies, relevant legislation and regulatory requirements.
• Knowledge of internal dispute resolution processes, including RG 271.
• Strong analytical, problem-solving and negotiation skills.
• Excellent written and verbal communication skills, with a commitment to quality customer service.
• Proficiency in Microsoft Office 365, particularly Word, Excel and Outlook.

Why This Role

• Step up from Claims Assistant at a brokerage to managing your own portfolio, or step from commercial claims at an insurer and start building your brokerage experience.
• Earn $80,000–$95,000 plus superannuation.
• Enjoy a hybrid working arrangement.
• A-Grade, panoramic offices close to the northern transport links.
• Act as the dedicated Claims specialist to your broker team, allowing you to build meaningful relationships with and learn the communication styles of clients and internal stakeholders.
• Help clients navigate claims and achieve fair, practical outcomes.
• Work alongside experienced insurance professionals, in a well-structured, supportive environment.
• Continue building your technical knowledge and expertise across general insurance.