Senior Claims Specialist
CFC
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- Proactively handle cyber and tech claims on behalf of CFC from first notification of loss to settlement, including acting as a TPA to CFCU where required
- Handle cyber and tech claims in accordance with CFC Claims Handling Guidelines from FNOL to settlement (including coverage, legal liability and quantum analysis) within delegated authorities
- Foster good relationships with policyholders, brokers, underwriters and capacity providers, and drive excellent customer service
- Ensure prompt cyber claims response and assist with development of cyber claims processes and procedures
- Work closely with London-based Cyber Claims team and Incident Response team, and with incident response vendors (forensic, legal, PR)
- Actively work with a panel of cyber response vendors and assist vendor RFI and selection
- Monitor claims team for prompt and accurate reserving, third-party recoveries, and reduction of claims leakage
- Prioritise deadlines such as those in lawsuits, demand letters, and claims queries
- Work with panel service providers to ensure quality and value for money within required timeframes
- Perform general claims administrative duties: electronic file management, filing, payment requests, and production of management information
- Support the Cyber Claims Manager, Claims Director and underwriters with feedback on claims issues/trends and product development
- Identify and escalate claims-related issues and influence/introduce initiatives to improve service delivery
- Provide timely MI & Reporting updates to the Cyber Claims Manager and Claims Director
- Assist with triage of claims notified through cyber claims mailbox
- Manage claims adjusting and technical aspects of dealing with cyber incidents and investigations
- Supervise claims and incident response team, including goal setting, regular 121s, team meetings and six-monthly performance appraisals
- Support recruitment, training and ongoing development of the cyber claims team; maintain HRIS absence/holiday records
Requirements
- Excellent verbal & written communication skills and attention to detail
- Ability to communicate effectively and accurately internally and externally at all levels
- Strong stakeholder management experience
- Excellent organisational, research, analytical, problem-solving and drafting skills
- Ability to negotiate and influence effectively
- Willingness to learn and challenge the status quo
- Excellent computer skills (including MS Outlook, Word, PowerPoint & Excel)
- Use of ECF an advantage
- Minimum of 10 years’ experience of handling claims with at least 5 years handling cyber claims
- Experience in a Responsible Manager role is crucial
- Experience with cross border and international cyber incidents or forensic investigations
- A good understanding of international considerations relating to cyber claims in Australia
- Experienced at working with incident response vendors, in particular legal and forensic providers
- Good understanding of cyber insurance policy wordings
- Knowledge of legal and regulatory requirements specific to Lloyd’s, MGAs and the Financial Ombudsman Service
- Understanding of underwriting strategies and the impact of claims and external events on underwriting practice and business results
- Demonstrable experience within a team leader (people management) role
Benefits
- Love what you do: We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
- Challenge everything: We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.
- Have fun, be good: Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
cyber claims handlingclaims adjustingquantum analysiselectronic file managementstakeholder managementnegotiationforensic investigationscyber insurance policy wordingsclaims reservingcross border incidents
Soft skills
verbal communicationwritten communicationattention to detailorganisational skillsanalytical skillsproblem-solvinginfluenceteam leadershipcustomer servicetraining and development