Are you an experienced insurance professional who enjoys delivering fair, timely outcomes and supporting customers through the claims process?
At Community Broker Network (CBN), we’re looking for a Claims Executive to join our General Insurance Claims team and contribute to a high-quality, market-leading claims service.
This role is ideal for someone who is organised, customer-focused, and confident managing a portfolio of claims in a fast-paced environment.
About CBN
Community Broker Network (CBN) empowers our network to create the best insurance outcomes for their clients. We’re Australia’s largest network of general insurance authorised representatives, supporting over 300 businesses and 1,000 employees nationwide.
Our team provides claims support, market access, technology, education, marketing, HR, and business advice to broker partners across Australia. We’re proud to be a Great Place to Work® certified organisation, with a strong focus on collaboration, professionalism, and continuous improvement.
Our values guide how we work every day:
We listen (Understand) | We achieve (Accomplish) | We are one (Together)
Purpose of the Role
The Claims Officer is responsible for managing the initial and ongoing assessment of a portfolio of general insurance claims, ensuring claims are handled fairly, efficiently, and in line with policy, regulatory, and service standards.
Reporting to the Claims Team Leader, you will work closely with customers, brokers, and internal stakeholders to deliver quality claims outcomes and contribute to overall business objectives.
Key Responsibilities
Claims Assessment
• Manage a portfolio of claims from lodgement through to settlement
• Collect and assess accurate information to progress claims
• Monitor claims to ensure service standards and duration targets are met
• Make assessment decisions in line with established procedures and guidelines
• Ensure all claim payments are authorised and processed in a timely manner
• Deliver fair and appropriate settlements for valid claims
Customer Service
• Respond to incoming calls and emails in a high-volume environment
• Provide clear advice on the claims process and next steps
• Handle enquiries within scope or escalate appropriately
• Ensure customers are treated fairly and with professionalism at all times
Complaints Handling
• Assist with the escalation and response to customer complaints in line with RG 271
• Support timely, thorough, and fair Internal Dispute Resolution responses
• Identify customers requiring additional support and provide appropriate assistance
• Prepare documentation and manage follow-ups as required
Teamwork & Quality
• Work collaboratively with team members and stakeholders
• Keep management informed of claim progress and emerging issues
• Adhere to company policies, procedures, and compliance requirements
• Maintain a strong focus on accuracy, quality, and best practice
Skills & Experience
• Experience in insurance claims handling or claims administration
• Sound knowledge of insurance policies and claims processes
• Strong communication and negotiation skills
• Customer-focused approach, including managing sensitive or complex matters
• Strong organisational and time-management skills
• Analytical and problem-solving capability
• Ability to work independently while contributing to a team environment
• Working knowledge of claims systems and processes
• Understanding of RG 271 and complaint handling requirements (desirable)
Role Details
• 12 Month Contract, full-time hours
• Reporting to: Claims Team Leader
• Office-based Tuesday to Thursday; work from home Monday and Friday (post-training)
• Standard hours: 8:30am – 5:00pm
Our Awesome Benefits!
🏆 Great Place to Work certified 3 years in a row
🌟Hybrid working flexibility: x3 Days in the Office, x2 Days at Home!
🧘Generous yearly well-being allowance
🥰2x Mental health days and birthday leave (on top of annual leave)
📚 Study support / L&D
💫Generous incentive & bonus plan
👶 Paid parental leave
❤️ Salary continuance benefit
✈️ Generous Travel insurance and cyber security insurance discounts
👏Celebrates personal & professional achievements
🎉 Regular team building functions, events and cultural activities
😍 Other benefits: health & travel insurance, retail stores and more!
On top of that, you’ll join a collaborative, approachable and fun culture that lives and breathes its core values and focuses on continuous improvement.
Ready to make your mark?
We encourage applications from results-oriented individuals who are passionate about building strong communities and achieving ambitious goals.
For further information about the position please contact HR at hr@cbnet.com.au
