Claims Manager

14 hours ago

Sydney, New South Wales, Australia beBeeCase Full time $110,000 - $118,000
**Job Description:**

The Case Officer is responsible for the first point of contact for insurance claim lodgment and assessing eligibility to access super under grounds of Death/Terminal Illness, Total Permanent Disability, Income Protection, and Permanent Incapacity.

You will be accountable for accurate management of your own claim portfolio, ensuring compliance with service level agreements, 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 members' and potential beneficiaries' main contact and be required to manage all insurance claims until the end of the claims process.

Proactively follow up on receipt of claim documents with members and beneficiaries, aid as required in completion of their forms/documents, and provide regular updates on the process of their claim.

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's needs.

Lodgment and triaging of claims.

Take ownership of Death/Terminal Illness, Total and Permanent Disability, Income Protection, and Permanent Incapacity claims, ensuring effective communication throughout the lifecycle of each claim.

Proactively follow up on receipt of claim documents with members and beneficiaries and aid in completion of their forms.

Action and complete claim work within agreed service level agreements and escalate any potential 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.

Manage family law enquiries, and process family law splits and financial hardship applications.

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.

Operating hours will be 8 am to 5 pm with rotating shifts.

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