Lead Case Consultant, Retail

6 days ago

Melbourne, Victoria, Australia MLC Life Insurance Full time

Job Description

Description

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we're proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We're Australian-led and managed, and part of a global network through our partnership with one of the world's leading life insurers, Nippon Life Insurance Group.

We're driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most – and that's a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We're a values-driven business that strives for high performance and growth as we look towards the future.

The Role:

The Claims team is there to help our customers at their most vulnerable; they support each policyholder and member through the claims process with integrity, fairness, and compassion. They strive to make the right decisions and support ethical and fair outcomes.

We currently have an exciting full-time opportunity for a Lead Case Consultant to join our Sydney, Melbourne, or Brisbane-based Retail Claims team. In this role, you will provide claims expertise and coaching to a team of Case Management professionals to support our customers during their time of need, delivering an exceptional customer experience. You will also be responsible for managing the most complex claims.

Your responsibilities include but are not limited to:

  • Role modelling, promoting, encouraging, up-skilling, and coaching team members to provide an exceptional customer experience;
  • Providing guidance to Case Consultants in resolving complaints/escalations fairly and quickly;
  • Achieving annual business targets by ensuring our Case Consultants follow the Contemporary Case Management approach for every case;
  • Implementing and maintaining a high-performance culture by assisting Case Consultants to be accountable for their productivity and output, and to demonstrate a results focus (duration linked to outcomes rather than payments and closures);
  • Optimising the duration of each claim for the customer's health and well-being by monitoring the workload of each Consultant and ensuring each case is being managed to the identified outcomes;
  • Enhancing the reputation of the team by establishing trusting relationships with peers, customers, and others (internal and external) within Claims and related business units (e.g. Product, Underwriting, Actuarial);
  • Contributing to the achievement of the team's financial and other targets by using techniques and tools to manage and advocate for change;
  • Taking responsibility for meeting KPI's and SLA's.

About you:

Do you have experience in managing Life Insurance claims? Are you looking to take the next step in your career?

You will hold experience in driving return to work outcomes, you will have strong customer-service orientation skills and exceptional technical knowledge of life insurance legislation and regulations. A strong communicator, you are great at problem-solving and enjoy change. Although not essential, tertiary qualifications as well as Australian Insurance Institute certification will be highly advantageous.

Bringing our best to life - why join us?

  • We do work that makes a genuine difference to our customers, partners, and community.
  • We have a supportive, inclusive, and flexible team culture, including hybrid working.
  • We support your growth and development, and careers across our business units and teams that are as unique as our people.
  • We reward and celebrate our successes through our incentive and recognition programs.
  • We offer tools, resources, and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
  • We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons, and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates; however, they will be assessed against the inherent requirements of the position.

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