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Insurance Administrator

3 weeks ago

Wollongong, Australia Mercer Full time

**Insurance Administrator**

Join a global company and world leader in Financial Services where we put the member at the center of everything we do.

This is a permanent full opportunity.

**What can you expect?**

At Mercer, we recognise that our most important asset is our people. We offer a great team environment with energetic and supportive colleagues as well as programs that foster career development to support and nurture you with every opportunity to reach your full potential.

**Role Summary**:
Manage insurance and superannuation claims in accordance with legislation, rules and agreed service

standards for superannuation schemes administered by Mercer Administration Services. Provide

expertise and ensure a responsive, accurate and empathetic customer service to all internal and

external contacts is key to this role.

**In **this role, you will be responsible for**:
**Claims processing -**
- Review complaints, incidents, issues, escalations and other matters referred from internal or external stakeholders promptly and accurately.
- Maintain timely and accurate case notes, records and relevant information for successful administration of claims and upholding privacy standards.
- Provide accurate and timely information and/or recommendations to the Trustee or delegate in contributing to the assessment of customer claims.

**Provision of customer service -**
- Provide claimants with courteous, prompt and sensitive customer service, displaying empathy and working towards providing solutions in accordance with all relevant service level agreements.
- Ensure all interaction with stakeholders, either through verbal interaction and/or written correspondence, is executed effectively and as an advocate for the client in line with expected standards.
- Prepare written correspondence that is well-structured, easy to follow, and consistent with corporate policies and communication protocols.

**Team collaboration -**
- Adopt a team approach to ensure all tasks are completed to achieve success for all colleagues.
- Continually suggest ways and take ownership of initiatives to improve the customer experience.
- Provide mentoring, guidance and support to other employees to build knowledge and capabilities across the team.
- Maintain professional development activities and understanding of trends and changes within relevant legislation, scheme rules, processes and practices.
- Identify system problems and initiate ‘service requests’ in consultation with a senior colleague.
- Participate in the testing of new systems, system enhancements, audits, other projects or administrative tasks as required or delegated from senior colleagues.
- Actively contribute to a positive, productive and cooperative working environment.
- When required, receive, check and process new, amended and cancelled insurance arrangements in accordance with approved business processes.

**We would like you to have**:
**Education -**
- RG146 qualified or aptitude and willingness to complete certification; maintenance of SuperCPD points once RG146 qualified.

**Experience**
- Case management experience, ideally obtained within the insurance or superannuation industry.
- Experience within a high-volume customer service environment.

**Knowledge and skills (general and technical)**
- Knowledge of superannuation schemes; understanding of legislation, regulations and standards relating to superannuation.
- Well-developed organisational and time management skills.
- A strong commitment to providing excellent customer service to both internal and external clients.
- Ability to review colleagues’ work and provide feedback and/or training where required.
- Well-developed written and verbal communication skills.
- Attention to detail, the ability to ensure accurate and high-quality output of own and team tasks.
- A proactive approach to organising one’s work.
- Strong empathy, and resilience in dealing with distressed and/or sensitive matters.
- The ability to produce well written correspondence.
- Previous experience in insurance, workers compensation and/or superannuation industry would be well regarded but not essential.

**About Mercer**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, gender identity or any other characteristic protected by applicable law.