Melbourne State Government Of Victoria | Claims Specialist

Claims Specialist (Liability), Full Time Ongoing Opportunity

•Hybrid working
•Melbourne CBD, close to Flinders Street Station
•Ongoing Opportunity
Why you are here
As a Claims Specialist, you are responsible for managing a discrete portfolio of claims (which includes managing abuse claims) that delivers client-focused solutions which build a more resilient Victoria.
You work with a team of claims specialists who provide best practice strategic claims management.
VMIA claims management is tailored to the public sector and focuses on efficient, fit-for-purpose recovery solutions for our clients.
The Claims Specialist also plays a key part in educating our clients and building their knowledge of emerging trends and strategies aimed at reducing the level and frequency of claims to heighten their risk management capability.
This exciting position will be working within our Risk, Insurance and Claims Solutions Division, reporting to the Claims Liability Lead.

What you do
• Effectively manage your own portfolio of claims and interpret and apply policy coverage across various policy products.
Assess and quantify claims costs.
Negotiate settlement outcomes and identify recovery prospects.
• Build effective relationships with key legal advisors and/or insurance providers to achieve optimum claims resolution.
• Work in partnership with appointed legal service providers in all aspects of negotiation, mediation, and litigation to manage liabilities and resolve claims in consultation with VMIA clients.
• Act quickly and efficiently to ensure indemnified claims are resolved.
• Raise reserves and settle claims within your delegated authority, comply with the processes set out in the Claims Management Manual, and escalate matters as appropriate.
• Build and maintain effective relationships with clients that maximise the client claims experience.
Influence and collaborate with multiple internal and external stakeholders.
• Actively participate in mediations and other formal and informal settlement forums and lead settlement discussions.
• Contribute to innovation and development of products, appropriate coverage, and claims response by identifying trends within the portfolio and work with Underwriters and Risk Advisors to optimise the risk.
• Create value for our clients and deliver a cost-of-risk reduction.
• Participate in various activities identified as contributing to VMIA's value proposition.

How you work
• Operate within clear performance and behavioural expectations, taking accountability to deliver in accordance with agreed time and quality standards, resulting in a positive experience and outcome for the client.
• Consistently demonstrate positive and constructive behaviour.
Work collegiately across teams and divisions, and provide constructive feedback to reinforce behaviour consistent with our values and service delivery principles.
• Be an active and impactful team contributor of ideas, insights, and operational decision-making.
• Contribute to team success, supporting the team to deliver valuable solutions that influence outcomes and lead to client satisfaction.
• Maximise your contribution to our business by regularly participating in educational opportunities, researching, networking, and partnering with professional organisations.
• Enjoy and encourage an innovative culture, promoting increased organisational agility and delivering faster value for clients and staff.
• Contribute to providing clients with access to accurate information and contribute towards building our system capability for AI-powered analysis.

Who you work with
• Work with the Claims Liability Lead, Liability Claims Portfolio Manager, Head of Claims, Head of Claims Strategy, and claims peers (including experienced insurance claims professionals and legal practitioners) to actively contribute to the development of new and existing claims services, practices, and products to build value for clients.
• Work across VMIA including Underwriters and Risk Advisors to optimise service and product offerings.
• Build and maintain effective relationships with third-party service providers to obtain optimum claims resolution.

Experience you draw from
• Proven experience in liability claims management either with an insurer, within the public service or commercial environment, or in a legal position.
• Solid track record of successful administration of claims and high-quality client service by being empathetic to client needs.
• Demonstrated analytical skills and insurance industry acumen with highly developed communication, influencing, and negotiation skills.
• Resilient with the ability to work under pressure and manage claims in a timely and effective manner.
• Understand the complexities and nuances of public sector management, with the capacity to operate successfully in such an environment.

Capabilities you demonstrate
• Managing work – Develop a plan and deliver agreed work activities in accordance with committed objectives and timeframes.
• Creativity and innovation – Develop new and imaginative ideas.
Identify fresh approaches and reflect a break from traditional thinking.
• Delivering the client experience – Use interpersonal skills to explore alternatives, positions, ideas, and plans to reach outcomes that gain support and acceptance.
• Demonstrating our values and behaviour – Communicate and reinforce the organisation's vision and values in decision-making and behaviours.
• Agile and open to change – Open to new ideas, approaches, and dealing with ambiguity while committed to achieving and maintaining quality approaches and outcomes.
• Ability to use Microsoft products including Word and Excel, excellent written communication skills, and ability to analyse data.

Qualifications you hold
• Hold a tertiary qualification in Law, Insurance, Business, Commerce, or Finance.
• May also hold a professional membership with a risk management, Insurance, or other relevant organisation.

Benefits
There are many reasons to work at VMIA.
Here is how we will support you:
• Flex Work - VMIA is supportive of hybrid working to help our people perform at their best.
We come together for a minimum of two days per week in a collaborative office environment, fostering connection and strengthening networks.
• Parenting support – VMIA provides 14 weeks paid parental leave (after six months of service) for primary carers and 2 weeks for secondary carers.
We're breastfeeding friendly accredited.
• Learning and development - You'll be encouraged to achieve your career goals in our progressive learning organisation supported by in-house training programs, an annual investment of up to $2,500 in your learning and development, access to LinkedIn Learning, and annual performance and development planning.
• Physical and Mental wellbeing – We provide Wellness sessions, an Employee Assistance Program (EAP), Wellness leave (two days per year), annual flu shots, and an ergonomic subsidy for every new starter.
• Culture and lifestyle - People are at the heart of everything we do
On offer are an office in the heart of the city in an iconic building with end-of-trip facilities, access to one day per year paid Volunteer leave, and assistance with transitioning through life stages such as welcoming a new baby or retirement.
• Financial Support – We understand every dollar counts.
We offer salary sacrifice, income protection insurance, discounted public transport, and a 5% private health insurance discount.

Diversity and Inclusion
Diversity, equity, inclusion, and belonging are key strategic priorities at VMIA.
Our people benefit when they belong, are safe to bring their whole selves to work, and are respected and heard.
The business benefits from a diverse and inclusive culture as our people bring unique strengths, experiences, and perspectives, creating a connected community.
• We have a bold and ambitious Diversity and Inclusion Program - a consolidation of 60+ initiatives shaping and supporting each of the following focus areas: LGBQTIA+, gender, disability, Aboriginal and Torres Strait Islander Peoples, and cultural and linguistic diversity.
• Employee Reference Groups, led by an executive sponsor, support each key focus area and play a key role in contributing to an inclusive culture and a sense of belonging and connection.

Our aspiration :
• Diversity, inclusion, equity, and belonging are part of VMIA's culture.
• Everyone has a role to play.
• We support and advocate for diverse groups in our organisation and beyond.

How to apply
To submit your interest in this position please click the APPLY button and fill in your application.
To note: Please notify your current People Leader about your interest in this role before applying.
If you have any questions about the position or the application process, please email
We're committed to creating an inclusive workplace and encourage candidates from all gender identities, Aboriginal and Torres Strait Islander cultures, with disabilities, and from culturally diverse backgrounds to apply.
Please let us know of any accessibility needs to be considered during the recruitment process via
Other relevant information
Preferred candidates will need to complete pre-employment screenings before starting their employment, which involve a range of different assessments some of which cover:
• Working eligibility: Your working rights in Australia need to be verified.
• Employment History verification: Confirms the accuracy and completeness of a candidate's employment history.
• Academic credentials check: Employers can verify a candidate's educational qualifications to ensure they are accurate and legitimate.
• National criminal history records (police) check: Compares the candidate's details against police history information to determine any criminal record.
In some cases, the police check can go for manual vetting with the ACIC.
This means there will be a delay whilst they process their check manually.
• Pre-employment misconduct check screening: Used to verify the identity, integrity, and credentials of potential employees and to ensure they have not been involved in any misconduct in their previous employment or education.
• Financial background checks (e.g.
AML, bankruptcy): For applicable roles including Heads of Departments and staff working within the Finance teams.

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