Senior Life Insurance Claims Case Manager

2 weeks ago

Sydney Melbourne, Australia beBeeCase Full time $110,000 - $138,000
Job Description

We are seeking an experienced and motivated Case Manager to join our team at a pivotal time in our digital transformation journey. In this role, you will manage a portfolio of complex life insurance claims – primarily across Group but Retail experience is also highly valued. You will be empowered to use your technical skills to assess claims in line with policy intent, while supporting customers through critical life moments with empathy and professionalism.

  • Key Responsibilities:
  • Proactively manage and assess a portfolio of claims end to end, develop, recommend and implement case management strategies to drive sustainable outcomes and consumer expectations adhering to the policy definitions, philosophies, risk management meeting SLAs and other core claims metrics (includes claims handling requirements around claim strategy, financial, medical and eligibility assessments). With a strong digital focus, you will use our claims platform and tools to support high-quality, efficient assessments.
  • Communicate professionally claims decisions and updates written and verbal (include strong telephony standards). Deliver a consistently high standard of service by communicating with empathy, clarity, and professionalism. You will provide timely updates, transparent decisions, and personalized support, ensuring members feel informed and cared for throughout their claims journey. Your communication style will support our customer-first values while meeting both compliance and service expectations.
  • Delegation of Authority: Currently holds a DA with consistent pass QA outcomes in their portfolio
  • Risk management: drives and adheres to all claims related regulatory and compliance requirements eg LICOP timeframes and set MetLife SLA decision timeframes. Recognize, categorize and prioritize claims in accordance with business needs and Fund partner expectations
  • Collaboration/culture: Work collaboratively with all stakeholders (internal and external) to establish and maintain relationships with Claimants, Financial Advisers, Distribution as applicable as well as drive an inclusive workplace culture (strong team player)
  • Time management: Proven time management skills with demonstrated ability to prioritize work in a changing environment
  • Continuous improvement: Identify opportunities to improve how we assess and manage claims, whether through streamlining processes, clarifying communications, or leveraging system capabilities. You will work with your leader to share these ideas, contributing to our broader goal of enhancing both the customer and case manager experience.
  • Complaints: Respond and manage escalations and complaints relevant to the team's portfolio

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