Case Manager

5 days ago

Newcastle, New South Wales, Australia SS&C Bluedoor Pty Limited Full time

About the Role

SS&C Bluedoor Pty Limited is seeking a highly skilled Case Officer to join our team in the Global Investor and Distribution Solutions (GIDS) business unit. As a Case Officer, you will be responsible for managing insurance claims, assessing eligibility, and ensuring compliance with service level agreements (SLAs) and regulatory requirements.

Key Responsibilities

  • Manage death claims distribution through case management to payment, undertaking the claim staking process.
  • Proactively follow up receipt of claim documents with members and beneficiaries, aiding in the completion of their forms and providing regular updates on the process of their claim.
  • Deliver high-quality customer service on inbound and outbound calls, effectively managing difficult conversations by actively listening, empathising, and identifying the member's or beneficiary's needs.
  • 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.
  • Action and complete claim work within agreed SLAs, escalating 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.
  • 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, 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 in a timely and professional manner, ensuring our integrity is maintained and risk exposure minimised.

Requirements

  • Previous experience as a Claim Administrator or in a similar role within the superannuation industry.
  • Excellent communication skills, both written and verbal, with the ability to work on tasks independently and contribute to team goals.
  • Process-oriented with great attention to detail, ensuring compliance with SLAs and regulatory requirements.
  • Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and great attitude.
  • Proven experience working to service standard deadlines.
  • Advanced skills in Word, Outlook, and Excel.
  • RG 146 compliant or a commitment to undertaking study (mandatory).

About Us

At SS&C Bluedoor Pty Limited, we offer a comprehensive reward and wellness platform, income protection insurance, and salary continuance. We also provide death and TPD insurance, private health insurance discounts, and generous bereavement and compassionate leave. We are committed to a hybrid working model and encourage applications from people of all backgrounds, particularly under-represented groups. We strive to maintain a diverse workforce and promote a culture of inclusivity and respect.

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