Case Officer

3 weeks ago

Newcastle, Australia SS&C Full time

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

About SS&C Technologies

SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

SS&C is the largest global investor service provider, servicing over 55 million investors, continually investing in global technology and services across the spectrum of distribution channels including Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.

Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including a contact centre, using digital services.

Get To Know The Team:
The Case Officer is responsible for the first point of member contact for insurance claim lodgement and assessing the eligibility to access super under the grounds of invalidity or terminal illness. You will be accountable for accurate management of your own claim portfolio, ensuring compliance with SLAs, and adherence to business rules, life code, SIS Act and super code regulations. You will manage death claims distribution through case management to payment, undertaking the claim staking process.

You’ll be the member's and potential beneficiaries' main contact and be required to manage all insurance claims until the end of the claims process. Proactivity follow-up receipt of claim documents with members and beneficiaries, aid as required in the completion of their forms/documents and provide regular updates on the process of their claim.

What You Will Get To Do:
As a Case Officer, you will engage with potentially vulnerable individuals, demonstrating empathy and compassion in every interaction. You will uphold a high level of professionalism when working with both internal and external stakeholders. Building strong, collaborative relationships with external partners, team members, and other operational colleagues will be essential to your success.
- Deliver high-quality customer service on inbound and outbound calls.
- Effectively manage difficult conversions by actively listening, empathising, and identifying the member or beneficiary needs.
- Lodgement and triaging of claims.
- Take ownership of Death, Total and Permanent Disability (TPD), Trauma Insurance (TI), Income Protection (IP), and Personal Injury (PI) claims, ensuring effective communication throughout the lifecycle of each claim.
- Proactivity follow-up receipt of claim documents with members and beneficiaries and aiding in the completion of their forms.
- Action and complete claim work within agreed SLAs and escalate any potential SLA risks.
- Provide information regarding account details without providing financial advice.
- Participate in training and upskilling to build knowledge and skills within yourself and your team.
- Be an active team player, and contribute positively and collaboratively to the success of shared team goals.
- Deliver the fund's service expectations that achieve an end-to-end life cycle for every claim.
- Make recommendations to the Trustee on all product claims.
- Report and manage dissatisfaction feedback and service complaints.
- Attend to all forms, correspondence, filing, and record maintenance associated with claims management, family law splits and financial hardship.
- Attend to customer enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
- Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.
- Two shifts available - 8 am - 4 pm and 9 am - 5 pm (must be open to both)

What You Will Bring:

- Previous experience as a Claim Administrator.
- Superannuation or industry experience in a similar role
- Excellent communication skills both written and verbal.
- Process-oriented with great attention to detail.
- Proven ability to work o

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