Claims Administrator

We are on the hunt for a customer experience focused, motivated, problem solver to join our team. Reporting into the Claims Administrator, Team Leader, you will support our external Call Centre, as a Claim Administrator. The Claims Administration Team is responsible for all non-voice related customer resolutions, including client and customer escalations, case management, product replacement resolutions, and working with Manufacturers to seek alternative repair and replacement remedies. What Makes This Role Unique? Your work will directly impact the customer experience, providing great resolutions to customers whilst working strategically with Manufacturers, Retailers and internal teams. You’ll be encouraged to gain a deep understanding of our business and bring your own ideas to the table and improve on our Customer Experience. With lots of variety in a fast-paced, entrepreneurial environment you won’t get bored! We're Looking For Someone Who: Is passionate about the delivery of high-quality customer service experiences, both in written and verbal scenarios. Brings an analytical and empathetic approach to resolving a vast range of customer service issues with conflict resolution, decision making, and problem-solving skills. Is ambitious: you’ll go above and beyond to get results (and you’re able to motivate others to do the same!) Key Responsibilities: Operational Delivery  Manage escalated customer cases and service requests in line with business rules and authority limits.  Ensure timely and accurate claim resolutions within agreed service levels.  Customer & Partner Experience  Deliver high-quality written and verbal customer communications, including complaint and dispute handling.  Liaise with manufacturers and repairers to obtain repair updates, parts availability, and replacement approvals via different channels/systems. Data, Reporting & Insights  Maintain accurate case records and provide regular updates to internal stakeholders.  Use Excel and data analysis to identify trends, risks, and improvement opportunities.  Collaboration & Cross-Functional Work  Support the Customer Experience team and Call Centre partner with escalations and approvals.  Work closely with internal teams to resolve complex customer scenarios.  Risk, Compliance & Quality Assurance  Ensure compliance with Australian Consumer Law and internal policies.  Process reimbursements, and goodwill payments as per T&C’s and eligibility.  Continuous Improvement  Contribute ideas to improve processes, customer journeys, and operational efficiency.    Essential  1–3 years’ experience in customer service, claims, or case management roles.  Strong written and verbal communication skills.  Proven problem-solving, conflict resolution, and decision-making abilities.  Advanced proficiency in Microsoft Excel and data analysis.  Customer-first mindset with empathy and professionalism.  Desirable  Relevant higher education qualification in Business, Operations, or related field (desirable)  Experience in insurance, warranty, retail, or technology services.  Knowledge of Australian Consumer Law, repairs, and replacement processes. Capabilities & Behaviours  Customer obsessed  Collaborative and adaptable  Accountable and outcomes-focused  Curious and continuous learner  Acts with integrity and transparency   Benefits of Joining SquareTrade: Monthly allowance for phone/internet, wellness, and professional development. Access to comprehensive mental health resources. Inclusive hybrid work model, with a one-off $750 home office set-up allowance. Regular company socials to celebrate our collective achievements. Catered lunches, and a great range of food ... (truncated, view full listing at source)