What I Do as a Motor Claim Specialist

Here’s what a day can look like:

• Phone-Based Role: This is an inbound phone-based role, where I connect with customers directly, offering support and guidance at a time when they need it most.
• Be the First Point of Reassurance: When someone lodges a claim, I’m often their first conversation after a stressful moment. I really listen and help them feel heard and supported.
• Guide Customers Through Their Claim: I walk them through what happens next, explain what’s covered, and make things simple, so they always know what to expect.
• Solve Problems and Think on My Feet: Every claim is different. I look for solutions, use my judgement, and make fair decisions that balance empathy with policy.
• Objection and Complaint Handling: At times, I’ll need to manage objections or handle complaints, addressing concerns while maintaining professionalism and empathy.
• Critical Thinking: Each situation requires critical thinking to assess and determine the best course of action for both the customer and the company.
• Lean on the Team: We debrief after tough calls, share wins, and help each other learn because at Suncorp, you’re never on your own.

What You’ll Bring

This isn’t just a call centre job — it’s real, human work. You’ll do well here if you bring:

• Compassion: A calm, reassuring voice that helps people feel supported.
• Resilience: The emotional strength to stay steady, even when the calls are tough.
• Confidence: The ability to make clear, fair decisions and communicate them with care.
• Attention to Detail: Sharp focus to manage multiple claims and systems accurately.
• Empathy & Curiosity: A genuine interest in understanding customers and finding the best outcome.
• A Growth Mindset: Experience in customer service, contact centres, or insurance is great but what matters most is your attitude and willingness to learn.
• Critical Thinking & Problem-Solving: Ability to assess situations and think critically to find the best solutions, even in challenging circumstances.

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