Claims Case Manager
3 weeks ago
Claims Case Manager
**At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide**
Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and 1.5 million customers, Resolution Life are providing existing customers with life insurance, super and investments.
**Why us?**
**Our platform vision is to be the leading in-force specialist life-insurer in Australasia by 2024, by being customer-obsessed and data-driven.**
We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment. The strategic priorities of the platform are focused on ensuring the business is future-fit and sustainable, and to grow through bolt-on acquisition of in-force portfolios. We are guided by core behaviours that inform the way Resolution Life team members show up each day and interact with others.
**The Opportunity**
We have an exciting opportunity for an Income Protection Case Manager to join our team on a permanent basis. In this role you have the opportunity to work from home, with a requirement to attend the office on an ad hoc basis.
Case Managers are responsible for the holistic and end to end management of claims. This includes assessing and interpreting a wide spectrum of information to make claim decisions and to develop case management strategies that proactively assist our customers in realising their best life.
The Case Manager must manage claims in a consistent, pro-active, fair and ethical manner, in line with Resolution Life's Claims Philosophy, Core Beliefs and Model. The Case Manager engages in effective communication with all stakeholders throughout the claims process relying on active listening and empathy to identify the customer's need and devise an effective and personalised case management strategy.
The role will also be expected to provide support and help drive solutions and resolutions to compliance incidents, complaints, regulator responses and manage communications and reporting with internal and external parties where relevant, e.g. trustees, reinsurers and distribution partners.
**Your Story**
- Prioritise daily to ensure all tasks are completed or managed appropriately with stakeholders
- Utilise systems and processes to manage workflow and calls
- Use day to day experience to continuously improve processes and systems
- Fully record all actions relating to a plan clearly, accurately and concisely so that notes can be readily understood by anyone in the future
- Identify and act on improvement opportunities for self, team and Resolution Life Australasia
- Actively participate in any project or initiative activities in the team
- Adhere to the relevant legislation and business rules, ensures all Resolution Life Australasia policies and compliance requirements are met.
- Any risks to the business that are identified are escalated appropriately and mitigation action is instigated.
**Experience**
- Exceptional and empathetic ability in managing sensitive conversations, putting yourself in our customer's circumstances and reaching mutual beneficial outcomes
- Demonstrated claims assessing experience with Income Protection Claims
- Solid knowledge of Life Insurance Code of Practice (LICOP), Insurance and Superannuation Legislation including dispute bodies (FSC & AFCA) boundaries and requirements
- Knowledge and understanding of the market, in particular, risk insurance
- Broad interest in financial services industry, market trends, competitive responses, impact of regulation
- Detailed planning, time management and prioritisation skills
- Strong customer focus
- Strong written and verbal communication skills
- Strong quantitative skills including gathering, analysing and presenting data
- Ability to regularly engage with various internal stakeholders and departments
- Advanced MS Office skills (Word, PowerPoint, Excel)
**Critical Skills**
At Resolution Life, we have identified the following critical skills which are key to success in our culture:
- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
**What Will We Do For You**:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.
Resolution Life Australasia supports virtual working, and our
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