Claims Administrator

Position Overview

The Claims Administrator at Bentino, plays a vital role in supporting the smooth operation of the company’s claims management process and maintaining exceptional client relationships.

This position is responsible for coordinating communication between clients, trades, and internal teams, managing documentation and portals, and ensuring service delivery meets internal KPIs, SLAs, and compliance standards.

The Claims Administrator will demonstrate strong administrative, communication, and customer service skills, with the ability to manage multiple priorities in a fast-paced environment particularly in storm season.

Key Responsibilities

• Receive incoming calls and direct them to appropriate staff promptly and professionally.
• Meet and greet clients and assist with general enquiries.
• Manage and maintain client portals and ensure accurate information is recorded.
• Assign trades for emergency make-safe work and liaise with them as required.
• Schedule Estimators and Project Managers for appointments, ensuring alignment with KPIs and SLAs.
• Process incoming and outgoing correspondence, including mail and emails. Organise phone bookings for quotes and make-safe activities as part of project scheduling.
• Review and interpret data to take appropriate actions.
• Maintain accurate and up-to-date information systems and databases. Follow up on subcontractor documentation, including insurance and licence renewals.
• Provide general administrative support as directed by the Director, General Manager, or Project Manager.
• Promote and model a positive workplace culture consistent with company values.
• Act as the primary point of contact for clients, providing a high level of customer service.
• Manage multiple shared inboxes and handle client communications promptly.
• Handle inbound calls with professionalism and a client-centric approach.
• Apply for relevant insurance such as HBCF or similar on behalf of clients.
• Build and maintain strong, long-term relationships with clients.
• Understand and anticipate client needs and expectations.
• Address and resolve client concerns or complaints efficiently. •
• Ensure services meet agreed standards, KPIs, and SLAs. • Collaborate with internal teams (operations, sales, finance, etc.) to ensure service quality and efficiency.
• Monitor and report on client feedback and service performance.
• Identify and implement opportunities for service improvement.
• Organise and lead client meetings, reviews, or status updates.
• Mediate and resolve conflicts between clients and internal teams as needed.
• Identify opportunities for upselling or cross-selling additional services. Assist with contract renewals, compliance, and negotiations.
• Maintain accurate and complete records of all client interactions.
• Ensure adherence to company policies, industry regulations, and compliance standards.

Qualifications, Skills and Experience

• Minimum 2–3 years’ experience in administration, client services, or insurance claims management (preferred).
• Experience in construction, insurance repair, or related industries highly regarded.
• Knowledge of HBCF or similar insurance processes desirable.
• Relevant qualifications in Business Administration, Customer Service, or related field (advantageous).
• Strong organisational and time management skills.
• Excellent written and verbal communication abilities.
• High attention to detail and accuracy.
• Customer-focused with a professional and empathetic manner.
• Proficiency in Microsoft Office Suite and client management systems.
• Ability to multitask and work under pressure.
• Strong problem-solving and decision-making skills

Core Values

Integrity Honest and transparent communication in all interactions.

Accountability Taking ownership of responsibilities and outcomes.

Safety Commitment to a zero-harm workplace culture.

Excellence Continuous pursuit of quality and efficiency in all project deliverables.

Collaboration Building strong relationships across teams, clients, and stakeholders.