Claims Resolve Consultant

MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

**The Role**
A pivotal part of the organisation is ensuring that any complaints are handled independently, reasonably, efficiently and fairly - and this is where you come in We are looking for a Complaints Resolution Consultant for our Melbourne office. In this role, you will be responsible for investigating and resolving complaints end to end about our insurance claims, managing complaints through the external dispute resolution process, as well as contribute to insights that support continuous improvement of our products and services.

Your responsibilities include but are not limited to:

- Manage complaints and disputes about life insurance claims efficiently, fairly and reasonably in accordance with legal, regulatory and MLC Life Insurance requirements, through all stages of investigation and internal and external dispute resolution to closure. This includes accountability for all communications and documentation in relation to complaints and disputes in the internal and external dispute resolution stages.
- Actively contribute to provision of regular, reliable, high value reporting and insight about life insurance claims complaints and dispute resolution. This includes accountability for the maintenance of complaints and disputes files and attending to all information management and reporting requirements for complaints and disputes.
- Conduct all interactions with customers, complainants, their representatives and advisers, medical and other service providers in accordance with MLC Life Insurance’s requirements and standards.
- Conduct all interactions with the external dispute resolution schemes of which MLC Life Insurance is a member in accordance with MLC Life Insurance’s requirements and standards.
- Work proactively, co-operatively and effectively with all parts of the MLC Life Insurance business, and particularly with the Insurance Claims, Legal and MLC Resolve (non-claims complaints and disputes) teams.
- Support and contribute as required to MLC Life Insurance’s relationships with National Australia Bank entities, group insurance customers and re-insurers in relation to the conduct, progress and findings of life insurance claims complaints and disputes.
- Identify and work as required with management to realise opportunities to improve MLC Life Insurance products, service and operations.
- Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).
- Work as an overflow support to the Product & Service Complaints Resolution Team in times of need.

**About You**

**Our Purpose**
MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by **Our Values** of **_Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High_**. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

**Our Strategy**

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible, hybrid work environment centred on development, wellbeing, recognition and contribution.

With more than 1500 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

**Why Choose Us?**

At MLC Life Insurance, you will have the opportunity to:

- enjoy flexible, hybrid work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
- access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
- wellness and lifestyle offerings including access to _Upris