Income Protection Case Manager

About Resolution Life

At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.

For customers, advisers, companies and the industry, we are making an impact worldwide.

Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.

Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.

Why us?

We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.

The Opportunity

This role offers and embraces flexible working arrangements. You'll have the freedom to work remotely, with occasional office attendance required on an ad hoc basis, ensuring a harmonious balance between business needs and personal flexibility.

Your Story- Taking ownership of a portfolio of claims, managing the related workflow professionally in line with service level agreements and regulatory requirements- Working as part of a self-managed team, supporting the team as needed to complete the daily team workload.- Effectively and efficiently provide a seamless customer experience- Providing empathetic customer service to customers and stakeholders.- Calculating and processing accurate claim related payments in a timely manner.- Ensuring legal and regulatory compliance whilst adhering to claims processes.- Completing holistic reviews and end-to-end management of a customer’s case.- Building rapport and communicating appropriately with customers.-
- Analysing medical, financial, and other relevant information, engaging the appropriate investigative tools to ensure claims are appropriately managed.- Identifying opportunities within the claims portfolio, engaging with appropriate parties such as rehabilitation, actuaries etc. and where required negotiating to ensure sustainable outcomes are achieved.- Showing up positively for both your customers, stakeholders and peers.

Experience- An appropriate Allied Health qualification and/or background in Workcover and/or Legal preferred, but not essential- Management of complex case management-
- Negotiation skills- Understanding of the Risk Insurance market and associated products will be advantageous- Detailed planning, time management and prioritisation skills- Ability to regularly engage with various internal stakeholders and departments

Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture:

- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.

Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be “virtual” with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home. This means some of us work at home most of the time, in the office most of the time or a balanced mix.

Every day is an opportunity to grow - and we hope to offer our people a career, not just a job.

The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.

Join us

Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.

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