Insurance Specialist

Key Accountabilities and Main Responsibilities
- Provide superior customer service to members, trustees and all stakeholders by processing claims within agreed quality standards and SLA’s.
- Quality check work items submitted by Claims Officers to ensure adherence to Fund trust deeds.
- Be first escalation point for challenging stakeholders and complaints.
- To be a technical reference to the team, being a point of reference for all technical, product or process queries.
- Coach and develop Claims Officers to assist with their development, providing feedback and ongoing training.
- Assist Team Leader with management of tasks including high priority requests, projects and workflow as required.
- Assist with report preparation - iProcess, Enlighten, Daily Workflow and Trust QR.
- Provide technical input to process improvement projects or activities
- Risk management - determine and recommend strategies to minimize areas of risk or gaps within processes/product and to implement process improvement strategies.
- Make recommendations for process improvements, support best practice initiatives and seek feedback to continually improve practices and procedures
- Liaise with insurers and third parties to finalise additional insurance coverage as requested by members
- Assist in processing requests and adjustments within service standards including communication and follow through with members
- Review and make recommendations to standardised response letters to ensure consistency and high quality responses
- Investigate and respond to insurance enquiries and complaints within a timely manner

Experience & Personal Attributes
- Service Levels - Manages and maintains workflow of Claims Officers to meet the required SLA’s.
- Customer Service - Demonstrates high level of customer service, consistently demonstrating empathy towards members and claimants to provide a positive claims management experience.
- Communication Skills - Can effectively communicate through various methods to ensure clear, concise and accurate information to relevant stakeholders.
- Process Improvement - Continuously recommending and implementing process improvements that support best practice, increase service delivery across the team.
- People development - Can effectively build positive working relationships with others, effectively coach and mentor Claims Officers to achieve SLA’s and quality targets.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation 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.

Link Group 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 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 the Link Group journey 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.