Insurance Administrator

1 week ago

Wollongong, New South Wales, Australia Mercer Full time

Insurance Administrator


Join a global company and world leader in Financial Services where we put the member at the center of everything we do.

This is a permanent full opportunity.

What can you expect?
At Mercer, we recognise that our most important asset is our people.

We offer a great team environment with energetic and supportive colleagues as well as programs that foster career development to support and nurture you with every opportunity to reach your full potential.


Role Summary:

Manage insurance and superannuation claims in accordance with legislation, rules and agreed service

standards for superannuation schemes administered by Mercer Administration Services. Provide

expertise and ensure a responsive, accurate and empathetic customer service to all internal and

external contacts is key to this role.

In this role, you will be responsible for**:

Claims processing -

  • Review complaints, incidents, issues, escalations and other matters referred from internal or external stakeholders promptly and accurately.
  • Maintain timely and accurate case notes, records and relevant information for successful administration of claims and upholding privacy standards.
  • Provide accurate and timely information and/or recommendations to the Trustee or delegate in contributing to the assessment of customer claims.

Provision of customer service -

  • Provide claimants with courteous, prompt and sensitive customer service, displaying empathy and working towards providing solutions in accordance with all relevant service level agreements.
  • Ensure all interaction with stakeholders, either through verbal interaction and/or written correspondence, is executed effectively and as an advocate for the client in line with expected standards.
  • Prepare written correspondence that is wellstructured, easy to follow, and consistent with corporate policies and communication protocols.

Team collaboration -

  • Adopt a team approach to ensure all tasks are completed to achieve success for all colleagues.
  • Continually suggest ways and take ownership of initiatives to improve the customer experience.
  • Provide mentoring, guidance and support to other employees to build knowledge and capabilities across the team.
  • Maintain professional development activities and understanding of trends and changes within relevant legislation, scheme rules, processes and practices.
  • Identify system problems and initiate 'service requests' in consultation with a senior colleague.
  • Participate in the testing of new systems, system enhancements, audits, other projects or administrative tasks as required or delegated from senior colleagues.
  • Actively contribute to a positive, productive and cooperative working environment.
  • When required, receive, check and process new, amended and cancelled insurance arrangements in accordance with approved business processes.

We would like you to have:

Education -

  • RG146 qualified or aptitude and willingness to complete certification; maintenance of SuperCPD points once RG146 qualified.

Experience

  • Case management experience, ideally obtained within the insurance or superannuation industry.
  • Experience within a highvolume customer service environment.

Knowledge and skills (general and technical)

  • Knowledge of superannuation schemes; understanding of legislation, regulations and standards relating to superannuation.
  • Welldeveloped organisational and time management skills.
  • A strong commitment to providing excellent customer service to both internal and external clients.
  • Ability to review colleagues' work and provide feedback and/or training where required.
  • Welldeveloped written and verbal communication skills.
  • Attention to detail, the ability to ensure accurate and highquality output of own and team tasks.
  • A proactive approach to organising one's work.
  • Strong empathy, and resilience in dealing with distressed and/or sensitive matters.
  • The ability to produce well written correspondence.
  • Previous experience in insurance, workers compensation and/or superannuation industry would be well regarded but not essential.

About Mercer:

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment.

We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, gender identity or any other characteristic protected by applicable law.

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