Sustainable Outcomes Specialist

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $95,000 - $125,000
Claims Case Manager Job Description

This is a challenging role that requires strong technical expertise to assess claims in line with policy intent while supporting customers through critical life moments with empathy and professionalism.

The successful candidate will be part of a team modernising the way we deliver claims, placing customer outcomes, efficiency, and integrity at the centre of everything they do.

Key Responsibilities:
  • Manage and assess a portfolio of claims end-to-end, developing and implementing case management strategies to drive sustainable outcomes and consumer expectations.
  • Use our claims platform and tools to support high-quality, efficient assessments with a strong digital focus.
  • Communicate professionally with customers, providing timely updates, transparent decisions, and personalised support, ensuring they feel informed and cared for throughout their claims journey.
  • Work collaboratively with stakeholders to establish and maintain relationships with claimants, financial advisers, distribution, and other relevant parties.
  • Identify opportunities to improve how we assess and manage claims, whether through streamlining processes, clarifying communications, or leveraging system capabilities.

In this role, you will also:

  • Deliver end-to-end management of life insurance claims (TPD, IP, and Death), ensuring assessments align with policy terms, claims philosophy, and risk frameworks.
  • Complete the MetLife Claims Accreditation Program to attain Delegation of Authority within 3 months of employment commencement.
  • Make quality decisions supported by sound analysis of medical, vocational, and financial information.
  • Demonstrate customer-first outcomes by balancing empathy, compliance, and commercial considerations.
  • Maintain strong adherence to service level agreements (SLAs), quality standards, and customer satisfaction (CSAT) measures.
Benefits:

We offer a range of benefits that address physical, mental, social, and financial health, including:

  • Life insurance benefits
  • Paid parental leave
  • Market-leading menopause and fertility leave
  • Car leasing
  • Employee Assistance Program
  • Access to 360Health medical support
  • Volunteer leave
  • Study assistance

Our goal is to create a positive work environment that supports your overall well-being.

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