Ops Analyst, Pymts Static

About the Role

As an Ops Analyst, Pymts Static in our [Tribe/Team/Domain/Business Unit], you’ll play a key role in helping to [state the key goal of the tribe/team/domain (why do they exist?)]. This role is responsible for reviewing and providing an outcome on a customer or business transactional enquiry. These positions will be required to use investigative skills, internal and external policy, and extensive knowledge of ANZ systems to investigate disputes and determine the outcome.

This role may require knowledge of insurance policy terms, the Insurance Contracts Act, re-insurance requirements, internal and external policies, and extensive knowledge of claims management processes and technology.

Key Responsibilities

• Liaise with stakeholders in a professional manner, assisting with all enquiries to finalise and/or escalate within a timely manner.
• Ensure customers are aware of their obligations and requirements to enable closure of cases.
• Provide appropriate verbal information to stakeholders.
• Support process improvements, process changes, and promote change culture.
• Seek opportunities to work with others to achieve team goals and actively share knowledge with team members and stakeholders.
• Contribute to overall team quality levels through quality checks.

Qualifications & Skills

• Customer coaching mindset
• Role models strong customer focus
• Preferably with retail experience
• Enjoys working in a collaborative team environment
• Ability to multi-task, highly adaptable to change and ambiguity
• Proactive, shows initiative and keen to try new things (i.e. new technologies)
• Knowledge of ANZ systems