Case Manager Level 1

Case Manager - Critical Support Team | NSW CTP Personal Injury Claims | Charlestown
At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2024 and a Great Place to Work. We’re one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us, which is why we hire the very best people to further our commitment to securing the future for our people and customers.
We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.
Let’s care for tomorrow, so we can create a better future together, for everyone.
The role
What if you could play a pivotal role in helping vulnerable customers rebuild their lives?
As a Case Manager in our Critical Support Team, you will work closely with our most vulnerable customers who have sustained critical injuries and families who have lost loved ones due to a motor vehicle crash.
You will play a crucial role in enhancing our customers' lives and well-being by managing complex and sensitive conversations. You will understand the impact of disability on daily living and identify opportunities for early intervention.
While you'll be working with individuals facing challenging times, your primary goal is to deliver a positive customer experience, making this role highly rewarding. As a relationship builder, you will assist individuals by engaging with them and relevant stakeholders to maximize their return to health, life, and work. Additionally, you will guide our customers through every stage of the claims process, ensuring they are well-informed and supported throughout.
Main responsibilities
- Build effective working relationships with injured customers, family members, legal providers, and medical professionals to drive successful outcomes.
- Maintain high customer service standards and effective relationships with key stakeholders.
- Focus on strategic collaboration and case management to maximise return to health and work outcomes for customers. Make key liability decisions and assess claims for reasonable and necessary treatment.
- Tailor communication skills to suit client interactions, matching voice tone, pace, and style appropriately.
- Assess and manage injury needs, handle correspondence regarding CTP benefits, treatment, rehabilitation, and interpret medical reports.
- Provide timely and effective responses to customer needs and ensure accurate processing of claims.

About you
- Experience in a comparable industry (disability support, case management, social services, critical incident response) is desirable but not essential.
- Experience in a similar case management role within personal injury insurance is desirable but not essential.
- Experience in evaluating claims or assessing damages for common law settlements is desirable but not essential. Strong drive and interest in leveraging your customer-focused experience to grow a career in case management.
- Known for your empathetic style and customer-focused approach, allowing you to ‘walk beside our customers.’
- Ability to handle difficult situations professionally while resolving complex issues.
- Solid problem-solving and relationship-building abilities.
- Year 12 certificate or equivalent.
- High attention to detail, excellent time management skills, and adaptability to changes.
- Ability to work collaboratively in a team environment, providing advice and guidance to other team members.
- Effective planning and prioritisation skills, with the ability to organise tasks and manage competing resources and demands.
- Ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision-making.