Job Number: 2008548Business: GE CapitalBusiness Segment: Capital - InternationalAbout Us: Posted Position Title: Quality Assurance CoachCareer Level: ExperiencedFunction: Financial Services OperationsFunction Segment: Customer ServiceLocation: AustraliaU.S. State, China or Canada Provinces: City: ParramattaPostal Code: 2150Relocation Assistance: NoRole Summary/Purpose: The purpose of this role is to conduct first line monitoring of Insurance claim calls and claim files for the Operations Teams. This role will champion the customer experience within Operations through the identification, management and actioning of process or compliance related issues. They will monitor, report and provide feedback of compliance Issues to all relevant reporting relationships, through the use of call monitoring, files auditing and other compliance.Essential Responsibilities: - Undertake monthly claims audits, 1 claim per agent, per week, to review for possible compliance and process issues on claim files (this may vary depending on tenure or performance of the agent).
- Perform weekly call monitoring, 1 calls per agent, per week, to review for compliance and Customer Experience, when required
- Perform a monthly review of the Pending Report to ensure that claims assessors are making regular contact with customers as per our GICOP requirements.
- Coach the coach for customer experience with the Operations Team Leaders
- Highlight and report compliance issues to the Team Leaders and the Compliance Team.
- Facilitate adhoc meetings with agents to provide advice, trends and coaching for agents around customer experience or compliance trends.
- Highlight issues/amendments to business rules and facilitate updating and communicating across Operations (including updates or reviews of relevant Policies & Procedures).
- Liaise with GEMI Compliance to report all Issues and follow up on Action Plans with relevant stakeholders
- Provide advice, assistance and direction on complaint handling to complaint handlers throughout the business.
- Assist Operations Team Leader to train new Staff in Compliance Requirements, Customer Experience, processes and policies
- Provide mentoring support for the Claims Assessors & Customer Service Staff
- Provide monthly reports to the Team Leaders on the coaching sessions where relevant
- Assist the Quality Assurance Leader with ad hoc duties as and when required
Qualifications/Requirements: Proficient with Microsoft Suite, including: Word, Excel, PowerPoint, and Outlook.
- Proven coaching and training experience
- Demonstrated understanding of Issues and Breach Management
- Tier 2 Accreditation
- Demonstrated knowledge of Privacy Act and Privacy Principles
- Demonstrated knowledge of GICOP requirements.Additional Eligibility Qualifications: Desired Characteristics:
- Strong investigative and analytical skills
- Strong negotiation and influencing skills
- Industry related qualifications an advantage, but not essential
- Knowledge of mainframe systems (e.g. Vision +, ICBS, TIA & Beacon) preferable.
- Previous claims auditing experience, but not essential
- Six Sigma experience would be well-regarded
- Understanding and experience of financial management practices
- Excellent negotiation skills
- Demonstrable leadership skills with an ability to inspire others to perform.
- Excellent written and verbal communication skills
- Efficient time management skills
- The ability to communicate effectively with people at all levels.
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