Careers with World Nomads Group

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Customer Relations and Privacy Case Manager

Apply now Job no: 494504
Work type: Fixed Term
Location: NSW - Sydney CBD
Categories: Claims & Policy Administration, Contact Centre & Customer Service, Healthcare & Medical, Hospitality & Tourism, Quality Assurance

About World Nomads

World Nomads Group is a company that is transforming the way we think about travel insurance. We are passionate about helping our customers get the most out of their travel experience, to encourage everyone to travel smarter, travel safer, we take care of the what if’s so our customers can focus on the fun.

We are a subsidiary of nib, one of Australia's fastest growing health insurers, and a leading online travel insurance business. As we develop markets globally, we are looking to build teams with high concentrations of talent. Customer Experience is a key area in which we actively seek to make a more meaningful and deeper connection with our customers. At World Nomads Group, we take Customer Satisfaction and Resolution very seriously, continuously improving our ability to help our customers get the best out of their travels.

What you will be doing

  • You will apply policy wordings, law and relevant procedures to review and resolution of complaint cases
  • Managing customer feedback by communicating with customers with a view to complaint resolution
  • Formally addressing customer concerns in writing as part of the feedback management process
  • Acting as a subject matter expert for complaint and dispute resolution process management
  • you will be responsible for your complaints portfolio in adhering to code requirements through the claims/complaints management system
  • Maintaining appropriate records of investigation and resolution as required by management and relevant legal requirement
  • Providing regular reporting on complaint management and outcomes as requested by Management
  • Promoting the accessibility of the Internal Dispute process to staff, authorised representatives and distributors
  • Identifying product and process improvement opportunities from customer feedback and your findings during review process
  • Enact change and influence various business units
  • Prepare submissions for Lloyd's and the Financial Ombudsman Service

About you

Technical/professional knowledge and experience

  • Certificate IV or Diploma in Financial Services (General Insurance) highly regarded
  • Advanced written and verbal communication skills in a professional setting; ability to effectively influence and negotiate outcomes
  • 2 years dispute management experience within the General Insurance industry plus background in claims handling
  • Advanced Negotiation and Mediation skills
  • Strong interpersonal skills and ability to establish and maintain effective and collaborative relationships with key stakeholders
  • Advanced understanding of Insurance Contracts Act and Regulations and proficient in applying to live claim scenarios
  • Experience with drafting FOS submissions and partaking in conciliation conferences

Personal Attributes

  • High attention to detail, accurate and well organised
  • Can do approach/initiative
  • Friendly, courteous, ethical, flexible and willing to assist others
  • Proficient in relationship building and maintenance
  • Strong investigation and analytical skills
  • Team player 

If this position description aligns to your personal goals and experience please be sure to apply today

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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