The role
The purpose of this role is to perform quality and independent audits on the Home Assessing workforce, ensuring the effective adherence to the control framework, best practice company process and insurance regulations.
This role will drive continuous improvement in processes and performance and support the Technical Training team in capability uplift initiatives, fostering a culture of high performance with high integrity within Home Claims & Assessing.
What you’ll be doing
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Ensuring adherence to quality standards and compliance obligations within Home Claims & Assessing, this will be done by maintaining an advanced knowledge of GICOP regulations, company processes, systems, products, and brands to conduct comprehensive audits on the Assessing workforce.
- Assess the effectiveness of internal controls and identify areas of potential weakness or vulnerability.
- Document high quality business papers and reports supporting audit testing performed, including results and conclusions.
- Provide coaching and technical knowledge support to Home Claims Assessors, Leaders, Suppliers and Consultants post audit findings.
- Maintain advanced knowledge of company processes, systems, products, and brands to ensure audits conducted are of the highest quality.
- Collaborate with the Technical Training teams, highlighting gaps to inform their upcoming training schedule and re-assess adherence to process post training to establish level of capability uplift.
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Develop and provide trend data to the Leadership Team including observed behavioural and capability gaps
- Continually seek opportunities to improve and optimize processes, personal development and enhance customer experience that aligns with strategic goals
- Role model the A & G values in all dealings with all customers, team members and stakeholders
- Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments, including identifying root cause of complaints and systemic issues.
- Maintain strong working relationships with various stakeholders, promoting a positive and collaborative audit culture.
- Take all reasonable directions from leaders to comply with the organisation’s workplace health & safety (WHS) protocols. WHS is everyone’s responsibility.
What experience you’ll bring
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Minimum 1-year experience in Home Insurance in an Assessing or equivalent role. A&G Home Assessing Experience highly desirable.
- Trade qualified (carpentry/building) or equivalent industry experience
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Experience in audit, quality assurance or data driven roles highly desirable.
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Demonstrated experience in overseeing quality building work, with a focus on enhancing customer satisfaction
- Solid working knowledge of insurance legislation and Home Claims & Assessing procedures with the ability to identify opportunities for process improvement and make recommendations for change
- Excellent coaching skills preferably utilising Coaching Conversations methodology
- Ability to identify and document opportunities for improvement in Assessor performance including drafting business papers to a high standard.
- Excellent interpersonal skills with ability to adapt to differing situations and the ability to collaborate and work effectively with the Technical Training team and Home Claims & Assessing stakeholders in a fast-paced environment.
- Strong written and verbal communication skills, stakeholder engagement and with the ability to present and influence stakeholders and senior management.
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Ability to multi-task, adapt to constant change and prioritise workload in a fast paced, high-pressure environment
- Excellent time management skills
- Self-starter and comfortable using own initiative
The benefits of working at A&G
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Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
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Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
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Grow with us - we’ve got learning and professional development opportunities to suit everyone.
- Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
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Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
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Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
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Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
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Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.
About us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.
We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
