Case Manager

**Overview**

With a focus on quality outcomes by balancing member needs with operational limits, the Case Manager is the primary role to ensure that member / claimant claims are correctly set up in the initial claiming phase and paid correctly at the end of the claiming process. The Case Manager ensures members / claimants receive accurate correspondence, claim documentation and payments are complete.
- **Hybrid/flexible working conditions**:

- **Melbourne location
**Key Accountabilities & Main Responsibilities**
- Take ownership of handling Death, TPD, IP, PI claims with proactive and effective communication.
- Manage claims portfolio in line with service level agreements and quality standards.
- Create a positive experience by building rapport and responding to member and beneficiary needs.
- Ensure regular follow-up and phone contact to drive outcomes and minimise delays.
- Deliver high-quality, accurate work with mínimal errors or breaches.
- Manage difficult conversations with empathy and problem-solving.
- Support team goals and follow direction from Specialists or Team Leaders.
- Develop strong claims knowledge and stay aligned with service and quality standards.
- Embrace change and contribute to continuous improvement in customer service.
- Provide efficient query resolution and take ownership for first-call resolution.Maintain compliance with all legislative, financial, policy, and quality requirements.

**Experience & Personal Attributes**
- Solid understanding of relevant legislation and industry practices.
- Strong verbal and written communication skills.
- Ability to self-manage, prioritise tasks, and meet tight deadlines.
- Effective relationship-building and teamwork skills.
- High attention to detail and strong problem-solving abilities.
- Empathy and a member-first approach to service.
- Experience in group life insurance or claims (desirable but not essential).RG146 / ASFA or tertiary qualifications in business, insurance, law, or financial planning (desirable).

**Some of our Employment Benefits**:

- Flexible working
- enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Employee discounts - Access discounted rates and offers from a variety of providers including Bupa and MicrosoftNovated Car Leasing

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is b