Member Resolutions Officer Insurance

2 weeks ago

Melbourne, Victoria, Australia Australian Super Full time

At AustralianSuper, we truly care about our colleagues.​ We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

Your new role

It's an exciting time here are at AustralianSuper as we are bringing our Member Resolutions team in-house and building a new team.

As a Member Resolution Officer – Insurance you are responsible for investigating and resolving Insurance complaints (Life, TPD, IP) to ensure the fair, effective and timely resolution in accordance with Fund and regulatory time limits. You will build strong meaningful relationships with our members, taking the time to listen and understand their concerns ensuring they feel valued and heard. Seeking to exceed member expectations, you will keep them up to date every step of the way and confirm our resolution via telephone followed by an email or letter.

The role requires the ability to work autonomously, and when required assist other team members with investigation or solutions in a collaborative environment where ideas and suggestions are explored with enthusiasm. We seek someone who has the willingness to continuously improve both themselves and the teams around them.

Key duties include but are not limited to:

  • Manage complex insurance Internal Dispute Resolution (IDR) complaints, including investigating and identifying the root cause.
  • Conduct independent reviews of insurance claims on behalf of the AustralianSuper Trustee to ensure quality decision making in-line with statutory requirements and risk management.
  • Challenge Insurer decisions when appropriate.
  • Maintain strong working relationships with internal and external stakeholders including insurers to ensure the efficient review and handling of all claims, with an emphasis on declined, disputed, or litigated claims.
  • Provide SME input to projects related to claims, and other operational projects, to provide enhanced member service, greater efficiency and or reduction of risk to the fund.
  • Identify and report possible systemic incidents.
  • Support and advocate for a culture that delivers resolutions and complete outcomes to complainants.
  • Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
  • Adhere to reporting of complaint related breaches and incident management requirements.
  • Assist the Manager Member Resolutions Insurance as required.

What you'll need

  • 3+ years life insurance claims assessment experience including knowledge and understanding of applicable legislation and regulations.
  • Previous experience in dispute resolution and complex complaint management across claims.
  • Detailed understanding of the claims processing lifecycle.
  • Detailed understanding and ability to interpret Trust Deeds and Policy documents.
  • RG146 accreditation or willingness to obtain.
  • Demonstrated ability to think critically and apply an objective approach to claim assessment.
  • Excellent written and verbal communication skills with high attention to detail.
  • Good stakeholder management skills, with the ability to engage effectively at all levels.
  • Excellent interpersonal skills which foster cooperation and teamwork in a close team environment.
  • An ability to work independently and autonomously to achieve excellent outcomes.

The successful candidate will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. They will have good problem-solving skills, make recommendations that will help facilitate improved member experience, service, or engagement.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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