The JB Hi-Fi Group brings together three of Australia’s best known and most trusted retail brands, JB Hi-Fi, The Good Guys and E&S. 

Our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices. 

We offer unbeatable value, world-class brands and exceptional customer service across our large store network, online, and in our commercial divisions, JB Hi-Fi Business, The Good Guys Commercial and E&S Commercial. 

JB Hi-Fi Group is the perfect place to power your career, and we’re excited to hear from you. 

Why join JB Hi-Fi Group? 

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.  
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success. 
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading). 
• Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions. 
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles. 
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families. 
• Our Helping Hands and Doing Good workplace giving programs have raised millions for our charity partners to support positive impact in the community. 
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle. 

As the Claims Specialist - Gold Service Extras team member within the Customer Solutions -Post Sales Support team, you will be responsible for improving the Gold Service Extras program's efficiency and reduce claims costs by investigating charges, identifying and sharing process breakdowns and holding internal and external stakeholders to account where costs are not warranted.

Key responsibilities include, but are not limited to:

• Reconciling, analysing, and investigating all Gold Service Extra (GSE) repair and replacement costs to ensure costs are valid.
• Seeking reversal of claims from vendors where their claim rejection is not warranted or unreasonable. This includes investigating case history where relevant, preparing and issuing appropriate communication to vendors and following up in a timely manner.
• Seeking underwriter support where underwriter costs are incorrectly incurred by Gold Service Extras.
• Where reversing a claim rejection is approved, supporting the processing of that reversal and where not approved report log and escalate as required to drive vendor or process improvement.
• Identifying internal processing errors and ensure internal stakeholders are held to account, including where appropriate, recovery of costs incorrectly incurred by Gold Service Extras.
• Where possible, identify and arrange reprocessing of cases and claims to avoid costs being incurred by Gold Service Extras incorrectly.
• Identifying, investigating and seeking resolution to system or process errors that may result in avoidable Gold Service Extras costs. This includes Customer Experience, Reverse Logistics, Supply Chain, POS, CRM, and Accounts.
• Collaborating with key stakeholders where system and process improvements may reduce systemic issues identified.
• Preparing and presenting reporting to key stakeholders illustrating the sources of Gold Service Extras claim costs and achievements in reducing those costs.

To be successful in this role, you will have:

• Proficiency in financial and data analysis, including excel and other reporting tools.
• Experience in reverse logistics and/or vendor management
• Retail/Supply Chain experience, preferred 

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!