Claims Case Manager

**Claims Case Manager**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _ Voted #1 HR Consulting Company Globally_
- _ Melbourne CBD (Docklands) _Hybrid office and work from home environment_
- _ Great Package _
- _Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- Flexible hybrid work environment
- Leading training and development programs
- Professional environment where your career path really matters and is supported in our global organization
- Great team of energetic and supportive colleagues
- Genuine work life balance

**We will count on you to**:
The Claims Case Managers are expected to demonstrate deep insurance expertise and be accountable for the management and resolution of high risk, sensitive and escalated claims activity.

Additionally, Claims Case Managers will provide an enhanced client and customer experience, with focus on close Trustee engagement and a consistently exemplary experience for members and claimants.

The Claims Case Manager is responsible for the management and resolution of claims in a timely manner for a portfolio of clients. The role involves processing varied and complex claims, building and maintaining effective relationships with the claimant, the member, authorized representatives, the insurer, and Trustee. Colleagues will provide an enhanced client and customer experience, with a focus on exemplary service for members and claimants.

The Claims Case Manager also provides technical guidance, coaching and trouble-shooting support to our GSD Colleagues (based in India) and the Insurance Services team, whilst mentoring and developing new staff.

**Responsibilities**:

- Collaborate with and train GSD colleagues on transactional work to develop them into proactive case managers of designated, fund specific claims portfolios. This will involve regular meetings with GSD to review errors/feedback and/or discuss any relevant process updates and training requirements.
- Run training workshops for GSD on various elements of the role (i.e. solutions to issues/error, technical, and product knowledge, expert and use of relevant platforms and systems: Sonata and SuperB.
- Case management with enhanced customer experience through personalised work with members and claimants, strong advocacy for claimants and investigation work on complex claims.
- Processing and peer reviewing high risk work.
- Deliver client service in accordance with Mercer best practice and within agreed service levels.

**What you need to have**:
**Education**
- VCE/HSC or equivalent
- PS 146 Compliant
- ASFA Qualifications preferred

**Experience**
- 3+ years insurance experience, preferably within the group life insurance or superannuation field
- Superannuation experience, preferably within an administration field will be highly regarded but not essential

**Knowledge & Skills**
- Self-motivated and deadline driven
- Agile and reliable
- Supportive team player
- Excellent knowledge of group life insurance administration and products
- Excellent written and verbal communication skills
- Strong organization and time management skills
- Strong analytical and problem-solving skills

**About us**:
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, and gender identity.