Case Manager

**The Role**

As a Case Manager, you will ensure that the claims made by our client’s members will be correctly set up in the initial phase of the process and paid correctly at the end of the claim. You will be responsible for ensuring the members claiming will receive accurate correspondence, claims documentation and that the payments are complete.

**Key Accountabilities and Main Responsibilities**
- Take ownership for handling member’s claims, communicating regularly and effectively throughout the claim
- Minimising delays through effective workflow management, taking all required actions within agreed service level agreements
- Creating a positive experience by quickly establishing rapport with members
- Taking ownership of the claim and ensuring regular and proactive follow-up and phone contact to drive outcomes
- Consistently delivering high quality work, including low errors and breaches, ensuring team and department results are delivered
- Listening carefully to members and responding promptly providing correct information to their concerns and queries
- Effectively managing difficult conversations by actively listening, empathising, identifying the member’s real needs and taking personal responsibility for resolving problems/issues
- Providing superior customer service to members, trustees and all stakeholders by managing and processing requests within agreed timeframes and quality levels
- Ensuring compliance with all legislative, financial, policy, procedural and quality requirements

**Experience & Personal Attributes**
- Accuracy and attention to detail
- Good investigation and problem-solving abilities
- Ability to prioritize and time manage multiple tasks to meet tight deadlines
- Ideally, claims or case management experience from the financial or property sectors

**Some of our Employment Benefits**
- FlexiWorks - 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 company purpose
- 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 Microsoft
- Novated 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.

**How to apply**

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 built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people