Motor Assessor

With over 1.3 million members RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”

As a Motor Assessor at RAC, you will be responsible for inspecting vehicle damage, accurately assessing repairs and authorising repair methods and costs in line with RAC Insurance guidelines.

Core Accountabilities

• Identifying and inspecting vehicles to compile accurate reports on the extent of accident damage and vehicle condition.
• Determine appropriate repair methods for a guaranteed repair to be completed within RAC Insurance guidelines, whilst effectively managing repair costs and maintaining customer service levels.
• Authorise repairs, recommend claim settlements and approve payment of repair invoices, in accordance with RAC Insurance guidelines and within an acceptable timeframe. Inspect work in progress, monitor repairer performance and quality whilst ensuring that member expectations are met.
• Providing first point of contact for daily motor assessing disputes and complaints.
• Comply with RAC Insurance internal dispute resolution scheme guidelines by ensuring that complaints are handled in an expedient manner and that member disputes are minimised.
• Advising and reviewing assessment reports and case notes to validate assessment of quantum position and settlement decisions.
• Adhering to repairers’ Code of Conduct.
• Supporting regional Assessing Manager with technical assessing audits and knowledge sharing initiatives to ensure knowledge retention.  

Qualifications

• Certificate IV in General Insurance or equivalent highly desirable.
• Qualification in Automotive Body Repair Technology (panel beating/spray painting) or Automotive Mechanical Technology is mandatory.
• Significant experience within the Motor Vehicle Assessing Industry.
• Certificate IV in Vehicle Loss Assessing mandatory.
• I-Car platinum status desirable. 

Typical experience 

• Proven ability to work in a team environment to contribute to the goals of the team is mandatory.
• Competent ability to identify, understand and adhere to RAC Insurance best practice procedures and processes. Demonstrated experience in customer service management with reliable communication skills desirable.
• Demonstrated experience with insurance claims handling. Demonstrated experience in technical motor vehicle repair processes. 

Key skills and knowledge

• Strong verbal and written communication skills.
• Ability to effectively navigate multiple member-based systems and RAC Insurance products.
• Demonstrates empathy, compassion, resilience, tactful discretion and confidentiality when dealing with employees or members in difficult situations or escalated calls.
• Proven ability to influence relationships with varied stakeholders (e.g. member, staff, suppliers, repairers etc.) and drive valued outcomes.
• Ability to understand, explain in-depth insurance processes and products and apply claims handling best practices. Effective time management skills and ability to work in pressured environments.
• Understanding of the motor vehicle industry.
• Ability to operate effectively in a values / behaviour-based organisation and role model behaviours.

Health and Safety

Employees are required to take reasonable care for personal health and safety and the safety of colleagues who can be affected by conduct in the workplace; Ensure hazardous conditions, near misses and injuries are reported immediately to an appropriate supervisor.