Principal Claims Consultant, Retail Mental Health

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

**The Role**

As we continue to strengthen our Claims function, this role is newly created and will join our established Mental Health Claims team. The aim of this role is to provide in-depth technical expertise to our existing Case Consultants. It will assist in managing more complex claims while providing deep expertise to some of the most challenging claims.

A key member of this new team is the role Principal Claims Consultant, Retail Mental Health ideally based in Melbourne or Sydney.

In this exciting new role, your main responsibility is to provide technical expertise and coaching to a team of specialised Case Management professionals providing oversight and guidance on the management of complex claims.

Using your technical experience, you will assist with the identification of complex claims requiring clarification and investigation due to conflicts in claim duration, inconsistencies or inaccuracies in evidence requiring an in-depth review and case management process.

Your responsibilities will also include:

- Provide oversight and manage a complex portfolio of Mental Health claims to ensure the customer experience is aligned to our claim's philosophy.
- Build rapport with customers over the phone by maintaining regular contact, identifying appropriate added support services and liaising with the Recovery Specialists to support customers achieve their goals and return to health. (where appropriate).
- Assess claims against policy terms and explain complex decisions with logical and clear rationale and description of why evidence has been weighted over other evidence.
- Instruct third parties to provide claim assessment support as appropriate to the claim situation and use claim providers in line with an appropriate cost benefit analysis.
- Manage workload and volumes and costs in line with SLAs.
- Maintain strong stakeholder relationships to maintain a high performance culture.

**About you**
- 15+ years insurance claims experience, including knowledge of legislation and regulations affecting the life insurance industry (essential)
- Cert IV Life Insurance Accreditation (essential)
- Australian Insurance Institute (desirable)
- Tertiary qualifications (desirable)
- Customer-service orientation (essential)

Bringing our best to life - why join us?
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.


**Primary Location**: AU-NSW-North Sydney

**Work Locations**: Level 6, 40 Mount St Level 6 40 Mount St North Sydney 2060

**Job**: Customer

**Organization**: MLC Limited

**Schedule**: Permanent

**Employee Status**: Group Level 3

Full-time

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**Job Posting**: 22-Sep-2024, 7:46:44 PM