Insurance Claims Case Manager

7 days ago

Melbourne, Victoria, Australia beBeeClaims Full time $90,000 - $110,000

As a Customer Service Professional at your organisation, you will be responsible for delivering exceptional support to our members and beneficiaries.

The role involves managing claims distribution through case management to payment, undertaking the claim staking process, and proactively following up receipt of claim documents with stakeholders. You will also provide regular updates on the process of their claim.

You will engage with potentially vulnerable individuals, demonstrating empathy and compassion in every interaction. Upholding a high level of professionalism when working with internal and external stakeholders is essential to your success.

Key Responsibilities:

  • Deliver high-quality customer service on inbound and outbound calls
  • Lodgement and triaging of claims
  • Manage difficult conversations by actively listening, empathising, and identifying stakeholder needs
  • Take ownership of Death, Total and Permanent Disability (TPD), Trauma Insurance (TI), Income Protection (IP), and Personal Injury (PI) claims
  • Proactively follow-up receipt of claim documents with stakeholders and aid in the completion of their forms
  • Action and complete claim work within agreed Service Level Agreements (SLAs)
  • 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, contributing positively and collaboratively to the success of shared team goals
  • Deliver the fund's service expectations that achieve an end-to-end lifecycle for every claim
  • Make recommendations to the decision makers 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
  • Ensure integrity is maintained and risk exposure minimised by adhering to policies and procedures

What We Offer:

  • Opportunities for professional growth and development
  • A collaborative and supportive work environment
  • Competitive remuneration and benefits package

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