SquareTrade, an Allstate company, is a global leader in device protection, warranty services, and technology support solutions. In Australia, we partner with major retailers and telcos to deliver seamless, customer‑first protection experiences that help people stay connected and supported when their devices break, fail, or need replacement.
Job DescriptionWe are on the hunt for a customer experience focused, motivated, problem solver to join our team. Reporting into the Claims Administrator, Team Leader, you will support our external Call Centre, as a Claim Administrator. The Claims Administration Team is responsible for all non-voice related customer resolutions, including client and customer escalations, case management, product replacement resolutions, and working with Manufacturers to seek alternative repair and replacement remedies.
What Makes This Role Unique?
- Your work will directly impact the customer experience, providing great resolutions to customers whilst working strategically with Manufacturers, Retailers and internal teams.
- You’ll be encouraged to gain a deep understanding of our business and bring your own ideas to the table and improve on our Customer Experience.
- With lots of variety in a fast-paced, entrepreneurial environment you won’t get bored!
We're Looking For Someone Who:
- Is passionate about the delivery of high-quality customer service experiences, both in written and verbal scenarios.
- Brings an analytical and empathetic approach to resolving a vast range of customer service issues with conflict resolution, decision making, and problem-solving skills.
- Is ambitious: you’ll go above and beyond to get results (and you’re able to motivate others to do the same!)
Key Responsibilities:
Operational Delivery
- Manage escalated customer cases and service requests in line with business rules and authority limits.
- Ensure timely and accurate claim resolutions within agreed service levels.
Customer & Partner Experience
- Deliver high-quality written and verbal customer communications, including complaint and dispute handling.
- Liaise with manufacturers and repairers to obtain repair updates, parts availability, and replacement approvals via different channels/systems.
Data, Reporting & Insights
- Maintain accurate case records and provide regular updates to internal stakeholders.
- Use Excel and data analysis to identify trends, risks, and improvement opportunities.
Collaboration & Cross-Functional Work
- Support the Customer Experience team and Call Centre partner with escalations and approvals.
- Work closely with internal teams to resolve complex customer scenarios.
Risk, Compliance & Quality Assurance
- Ensure compliance with Australian Consumer Law and internal policies.
- Process reimbursements, and goodwill payments as per T&C’s and eligibility.
Continuous Improvement
- Contribute ideas to improve processes, customer journeys, and operational efficiency.
Qualifications
Essential
- 1–3 years’ experience in customer service, claims, or case management roles.
- Strong written and verbal communication skills.
- Proven problem-solving, conflict resolution, and decision-making abilities.
- Advanced proficiency in Microsoft Excel and data analysis.
- Customer-first mindset with empathy and professionalism.
Desirable
- Relevant higher education qualification in Business, Operations, or related field (desirable)
- Experience in insurance, warranty, retail, or technology services.
- Knowledge of Australian Consumer Law, repairs, and replacement processes.
Capabilities & Behaviours
- Customer obsessed
- Collaborative and adaptable
- Accountable and outcomes-focused
- Curious and continuous learner
- Acts with integrity and transparency
Additional Information
Benefits of Joining SquareTrade:
- Monthly allowance for phone/internet, and professional development budget.
- Access to comprehensive mental health resources.
- Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
- Regular company socials to celebrate our collective achievements.
- Catered lunches, and a great range of food/beverages in the office.
Ready to Make an Impact with SquareTrade?
We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other status. Join us in making a difference.
Skills Required
- 1-3 years' experience in customer service, claims, or case management roles
- Strong written and verbal communication skills
- Proven problem-solving, conflict resolution, and decision-making abilities
- Advanced proficiency in Microsoft Excel and data analysis
- Customer-first mindset with empathy and professionalism
What We Do
Over the past decade, Allstate Protection Plans (previously branded and known outside the U.S. as SquareTrade) has revolutionized the product protection industry. We’ve done it through innovation, seamless customer experiences, and by following the golden rule: treat others as you want to be treated. That’s why over 70% of consumers say they prefer Allstate Protection Plans over our competitors, and why Allstate Protection Plans are trusted by over 140 million customers and many of the largest retailers and mobile carriers in North America to protect everything from smartphones to appliances, TVs to furniture, and more.
