Customer Service Consultant Responsibilities:• Respond to enquiries from AAMI customers Australia wide for home and motor insurance and to sell and cross sell home and motor policies • Manage complaints concerning a range of issues including: pricing; challenging excess charges; product disclosure statements; and level of cover• Identify selling opportunities and refer callers to other branches within the Suncorp group of companies • Manage escalated calls from non-English speaking background clients and clients seeking resolution of challenging issues • Member of the Emergency Response Team which assists to fast track claims in disaster situations• Manage private and confidential information effectively and ethically• Set up policies and contracts on the Suncorp systems (Protect and Window based claims system) • As a member of a team of up to 15 Claims Consultants, provided high level customer service over the telephone when assisting with the lodgement of home and motor claims and the coordination of repairs• Liaised with repairers, builders, police, witnesses and third parties where necessary• Generated correspondence for customers in relation to a range of issues • Entered data accurately and efficiently in Claims Management Software• Reconciled payment amounts for excess payments • Remained up to date with AAMI’s Motor and Home Policy Disclosure Schedules and applied underwriting guidelines consistently and accurately • Interpreted and applied Australian Road Rules when making a liability • Adhered to AAMI’s Code of Conduct • Managed numerous complex enquiries per week and undertook follow up action which could include processing payments and booking hire cars, repairers and assessors • Diarised follow up actions on CMS for the Client Managers, the Technical Department, the Emergency Secure Team, and Hire Care Booking Team • Contributed to fortnightly team meetings • Attended training and development activities