Title: Claims Service Provider Enablement and Process Lead Location: Sydney Australia Job Description: Summary: Enablement of Claims Service Providers through icare initiatives & creation, governance, upkeep of internal operational policies, processes, strategies & frameworks. Location: Sydney CBD - 12 months - Fixed Term Contract as CSP Enablement & Process Lead with icare - Hybrid working environment, office in Sydney CBD - Offering starting salary of $129,464 About the Role The CSP Enablement & Process Lead is responsible for the enablement of Claims Service Providers through icare initiatives as well as the creation, governance, and upkeep of internal operational policies, processes, strategies and frameworks. Core requirements of this role will be the coordination and engagement with icare’ s enabling services to execute improvement or uplift initiatives for Claims Service Providers as well as establishing clarity across functional and enabling groups of workers compensation through creation of operational policies and processes with complementing governance frameworks and pre-established approvers for escalated decisions. Key outputs are that detail and owners of any process are understood widely that decisions are made consistently, and that governance and tracking exists to evidence decisions. Benefits - A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs - Comprehensive learning and development support aligned to icare’s Core Capabilities. - Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards - Access to our Employee Assistance Program Duties It’s an exciting time at icare where no two days are the same: as CSP Enablement & Process Lead you will: - Research, develop, review and implement operational policies, strategies and frameworks. - Proactively develop and maintain senior stakeholder relationships across the business, adding value through workshops, questioning, and insight to inform the build and upkeep of an internal library of policies, processes, strategies and frameworks. - Lead and facilitate provider and internal stakeholder engagement, consultation and negotiation on cross-functional, decisions, working together agreements, and issues to identify and develop solutions. - Enable and support providers to maximise scheme benefit and the experience of Those we Serve. - Lead and coordinate icare initiatives and events that recognise provider capability and industry excellence. - Analyse complex issues and make recommendations that account for relevant factors and support sound and consistent operational decisions and approaches. - Engage across icare and the senior management team to identify and address alignment and continuous improvement opportunities with provider initiatives and across the portfolio of new and existing policies. - Manage complex risks and issues, interpret ambiguous feedback/directions and provide advice to enhance enablement, delivery and process and procedure design. - Prepare high quality written and verbal strategic advice and initiate consideration of new process, procedure, and guideline initiatives. - Conduct thorough operational and risk review on new and existing policies. - Where many policies or procedures cross the same organisational functions build ways of working agreements to refine accountability and support prompt decisions and action. Skills & Experience - Extensive experience in strategy and/or policy development. - Experience in the provision of policy advice in complex environments. - Previous experience conducting legal and risk review of policy documentation - Strong communication, interpersonal and negotiation skills with the ability to develop and maintain effective relationships with internal and external stakeholders. - Demonstrated verbal and written communication skills. - Effective organisational and time management skills to plan and deliver identified priorities. - Ability to work effectively without supervision. Culture We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive. About the Company We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

• Manage and adjust first party property claims, ensuring the highest level of customer service and technical claim file quality. • Secure all pertinent documentation related to the loss. • Assign and manage the activities of independent adjustors and other vendors. • Evaluate loss and policy information to make proper coverage assessments. • Refer cases timely to Claims Manager regarding potential for large loss or coverage concerns. • Establish and maintain adequate and timely indemnity and expense reserves within the examiner's authority or make claim recommendations concerning reserve changes. • Analyze and draft coverage letters as appropriate and communicate coverage positions effectively. • Draft Large Loss reports and participate in Large Loss Committee and/or Reinsurance reviews. • Conduct, coordinate, and proactively handle the cause and origin investigation process and ensure timely identification and pursuit of subrogation. • Inspect losses in the field as necessary.

Role Description This position offers the opportunity for remote work. As a Mortgage Specialist Associate, you provide direct client and sales support to Mortgage Specialists, enabling them to focus on planning, advice activities, and acquisition of new clients. You contribute to a differentiated client experience by providing value-added support and problem resolution. In this role, you collaborate with partners across the organization to identify and meet client needs and goals and expand the network of your team. As a member of the Mortgage Specialist Team, you provide leadership around the development of the Associate role and bring innovative ideas to grow market share. What will you do? - Enable Mortgage Specialists by assisting with preparations for client meetings and supporting the fulfillment of mortgage solutions and referrals to appropriate partners. - Provide consistent support to client requests, act as a point of contact for client concerns, and ensure accuracy of documentation with follow-ups, as required. - Leverage routines to ensure efficient and effective completion of client tasks, identifying areas for improvement to realize efficiencies. - Maximize opportunities to effectively identify client needs, make referrals, acquire new mortgage clients, and track and review progress against the teams’ annual plan. - Exercise due diligence in following all policies and procedures, and identify/correct areas of operational risk. - Support Mortgage Specialists with administrative activities, applying a proactive approach to achieving a superior client experience. Qualifications - Previous experience in Home Equity Financing. - Demonstrated success working in a fast-paced environment with the ability to manage competing priorities, as well as multi-tasking and problem-solving skills. - IT literacy including the Microsoft Office suite of products, and digital knowledge. - Excellent communication skills including the ability to interact with partners effectively in person, via email, and on the phone. - Flexibility, eagerness to learn, strong personal ethics, and a hunger for success. - Ability to work both independently and in a team environment, demonstrating strong collaboration skills. - Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs. Requirements - Track record in building rapport and maintaining client relationships within the financial industry. - Experience in proactive retail sales, lead, and sales pipeline management. Benefits - A comprehensive Total Rewards Program including competitive compensation, bonuses, and flexible benefits. - Continued opportunities for career advancement. - Support from a dynamic, collaborative, progressive, and high-performing team, as well as world-class tools, coaching, and development opportunities. - Opportunity to achieve great success and grow your career with RBC.

Role Description As a Claims Specialist, you are primarily responsible for providing a high level of customer service to all customers and retailer partners by utilizing soft skill techniques. You will provide this service daily through: - Receiving and transmitting phone calls from retailers and customers. - Responding to emails. - Creating claims. - Reviewing documentation. - Monitoring progress queues. - Authorizing services to facilitate the repair of furniture. Claims Specialists must be proficient users of computers, exhibit excellent verbal and written communication, have a friendly tone, be resilient to change, and adapt to new procedures while demonstrating professionalism with every client. Your Impact: - Provide daily inbound and outbound communication coverage (phone, email, etc.). - Manage inbound customer/retailer inquiries and follow-up relating to entire claim processes (determine coverage, send inspection packets, authorize technicians, order parts, recommend exchanges, administer settlements, and collect complaints). - Review and monitor open claims and proactively follow-up to facilitate claim closure while maintaining high levels of accuracy and customer service. - Provide timely actions and responses on all communication received from retailers, customers, and manufacturers. - Receive and review Inspection Packets from customers, determine warranty replacement or denial. - Offer and facilitate Service Solutions to consumers either out-of-warranty or not covered by a protection plan. - Understand the basics of the retailer portal and be able to provide guidance on claims. - Process inbound calls - document updates and provide any follow-up action required. Qualifications - Successful understanding and completion of Existing training. - Ability to execute functions necessary for processing of existing claims. - High School Diploma or General Education Degree (GED). - Computer and keyboard proficiency. Requirements - Pay Range: $17.00 - $17.00 Hourly. - The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role. Benefits - One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.