Claims Specialist - Gold Service Extras

Company overview

The JB Hi-Fi Group unites three highly recognised Australian retail names: JB Hi-Fi, The Good Guys, and E&S. The group is known for a practical, energetic culture and focuses on helping customers improve the way they live, learn, work, and enjoy leisure through technology, consumer electronics, home entertainment, and appliances at competitive prices.

The business operates through a broad store footprint, online channels, and commercial divisions including JB Hi-Fi Business, The Good Guys Commercial, and E&S Commercial.

Why people join the group

• A lively, fast-moving workplace where different perspectives are welcomed and new ideas are encouraged.
• Pay that reflects contribution, with some roles offering sales commission and other performance-based incentives.
• Access to training, development, and career pathways across the wider JB Hi-Fi Group.
• Staff discounts across the group, including access to special supplier pricing and promotions.
• 12 weeks of paid parental leave for eligible primary carers, plus a welcome gift for new parents; flexible work options are available for eligible roles, including hybrid arrangements.
• An Employee Assistance Program with counselling and wellbeing support for employees and their families.
• Workplace giving initiatives such as Helping Hands and Doing Good, which have raised significant funds for charity partners.
• A clear sustainability focus, including a target of net zero carbon emissions by 2030 and ongoing efforts to reduce, reuse, and recycle.

Role summary

In this 12-month Claims Specialist role within the Customer Solutions - Post Sales Support team, you will help improve the efficiency of the Gold Service Extras program and lower claims expenditure. The job centres on examining charges, spotting where processes have broken down, and making sure both internal teams and external partners are accountable when costs should not be falling to the program.

What you will do

• Review, reconcile, and investigate Gold Service Extra repair and replacement charges to confirm that costs are legitimate.
• Challenge vendor claim rejections when they appear unfair or unsupported, including checking the case history, drafting the relevant communication, and following up promptly.
• Work to obtain underwriter support when Gold Service Extras has been charged costs incorrectly.
• When a claim rejection is successfully overturned, help complete the reversal process; when it is not approved, record the outcome, escalate where needed, and push for vendor or process improvement.
• Identify internal processing mistakes and ensure the relevant stakeholders are accountable, including recovery of any costs that should not have been charged to Gold Service Extras.
• Where possible, arrange for cases and claims to be reprocessed so incorrect costs are avoided.
• Investigate and resolve system or process issues that create unnecessary Gold Service Extras costs across Customer Experience, Reverse Logistics, Supply Chain, POS, CRM, and Accounts.
• Work with key stakeholders on improvements to systems and processes that can reduce recurring issues.
• Prepare and present reporting for stakeholders that shows the sources of claim costs and the progress made in reducing them.

What you need

• Strong ability in financial and data analysis, including advanced use of Excel and other reporting tools.
• Prior experience in reverse logistics and/or vendor management.
• Retail or supply chain experience is preferred.

Additional information

Interested candidates are invited to submit a CV. Applications are treated as strictly confidential.

The employer is an equal opportunity organisation and is committed to maintaining a workplace that values diversity and inclusion. Applicants are encouraged to apply even if they do not meet every requirement listed.

Role details

This is a full-time onsite position based in Southbank, Victoria, Australia.