Desktop Home Assessing Australia at Telesure Investment Holdings (TIH)

Job Purpose

• The Desktop Home Assessor plays an essential role in the claims process, working virtually to contribute expertise in cost validation and scoping accuracy, and end-to-end management of the claim evaluation and subsequent fulfilment activity assigned to them.

Responsibilities

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
• Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
• Accurate quantification, identification and validation of vehicles.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Consistently provide service in accordance to the pre-agreed service and functional standards.
• Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others.
• Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
• Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
• Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
• Specialise in specialist vehicle knowledge and apply skills to optimise repair cost

Education

• Grade 12/ SAQA Accredited Equivalent (Essential)  (Required)

Experience

• 2 - 4 years’ work experience in the following (Advantageous):
• Workshop / Motor Industry experience
• Front line / client relationship experience in a panel beating environment.
• Practical panel beating, spray painting, mechanical and electrical experience
• Assessing experience at a short term insurer
• Estimating in a panel beating environment.