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About the Role

Manage a diverse portfolio of motor accident injury claims, guiding injured customers through their recovery journey. Apply strong communication, empathy, and resilience to achieve positive outcomes. Interpret information, make informed decisions, and manage claims effectively in line with legislation and compliance requirements. Problem-solve, diffuse challenging situations, and deliver exceptional customer service. This role suits someone who is outcome-driven, adaptable, and committed to helping people rebuild their health and confidence.

Responsibilities

Manage a portfolio of CTP injury claims, ensuring accurate, timely and customer‑focused case management
Apply relevant legislation, guidelines and internal processes to make informed decisions on claim outcomes
Communicate effectively with customers, providers and stakeholders to support recovery and return‑to‑work pathways
Gather, interpret and maintain all claim information to meet compliance and quality requirements
Navigate complex or litigated claims, using sound judgement and strategic problem‑solving
Provide clear, empathetic and proactive support to people recovering from physical or psychological injury

Requirements

Strong customer service skills with the ability to show empathy and support people experiencing injury
High resilience and emotional intelligence when managing sensitive or complex situations
Strong analytical skills with excellent attention to detail and sound decision‑making
Ability to interpret information, apply legislation and manage multiple tasks effectively
Tech‑savvy with the confidence to troubleshoot systems and navigate digital tools
Experience in CTP or Workers’ Compensation claims management (Desirable)

Skills

Communication
Empathy
Resilience
Problem-solving
Customer service
Analytical skills
Attention to detail
Decision-making
Interpreting information
Managing multiple tasks
Troubleshooting systems
Navigating digital tools

Location

Sydney

Work Type

Permanent
Full-time
Hybrid

Benefits

Boosted superannuation with 13% as standard
20 days annual leave + 5 days MyLeave
Work from home and many more flexibility options with myFlex
Up to 50% off personal insurance, including home and motor insurance
Partner discounts on private health insurance, tech & appliances, and many more
Industry-leading 20 weeks paid parental leave
Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities

About the Company

NRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years.
Part of Insurance Australia Group (known as IAG), we’re proud to be one of Australia’s most iconic brands.
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.
We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities.
We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

Equal Opportunity

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation.