Technical Specialist

This role will be responsible for conducting reviews and re-calculations of PIAWE reviews for complex claims and provide technical advise to the remediation team.

• Collate, sort and supply data to the team leader to assist reporting and monitor progress against team targets.
• Manage multiple complex claims scenarios and apply critical reasoning to ensure a high degree of integrity in the decision making process.
• Guide the PIAWE Reviewers when requested with conducting reviews and re-calculation.
• Review PIAWE related and supporting information to determine accurate PIAWE calculation for claims under review.
• Liaise with claim stakeholders to advise process, obtain necessary documentation, advise outcome of reviews and facilitate remediation where applicable.
• Collate and supply summary information regarding PIAWE review and remediation to team leader to assist with outcome reporting.
• Liaise with current and former claims agents to facilitate timely remediation payments, track payment referrals and record payment volume and incidence.
• Maintain compliance with relevant legislation, industry codes, company policies, procedures and customer satisfaction standards.
• Deliver a high-quality customer service experience and manage expectations in a sensitive, open and respectful manner.
• Identify the nature of information required in specific circumstances and assist stakeholders by sourcing and collating complex, sensitive and substantial volumes of information.

• Proven experience in Workers Compensation insurance
• Portfolio management experience with an understanding of the complexities, interdependencies and diverse interactions between elements of a workers compensation claims portfolio.
• Ability to exercise a high level of empathy and sensitivity to work with diverse stakeholders and identify the different styles of engagement required.