Case Manager

Posted: 11/12/2024

Closing Date: 31/12/2024

**Job Type**: Contract

Location: Canberra

Job Category: Banking and Financial Services,Insurance & Superannuation

**Your new role**

As a professional and experienced Case Manager, you will use your expertise to support and guide vulnerable customers through a difficult time in their lives. You will be empowered by management to use your sound judgement and create effective outcomes for CSC and our customers.

When managing claims, you will provide tailored and continuous customer engagement, predominately via phone correspondence. Cases may involve a degree of complexity, including legislative or sensitive medical/personal information. You will be the main point of contact throughout the customer’s claim by gathering information, showing empathy and active listening.

**Responsibilities**:

- Organising and delivering initial claim consultations with customers and their representatives, to ensure a successful and supportive claims journey
- Ongoing customer contact throughout their claim
- Ensuring sound and fair decisions are reached
- Maintaining up to date and accurate records across CSC’s systems

**Please note**: We are open to consider applicants from any location nationally who meet the hiring criteria below.

**Key information**:

- **Start date**: February 2025
- **Contract length**: 6 months
- **Location**: Canberra (hybrid arrangement) or Interstate (100% work from home)
- **Working hours**: Monday to Friday, up to 38 hours per week (excluding public holidays and leave)
- **Training**: We will need your full-time commitment and attendance for our 3 week training schedule as this is crucial to your learning and success.

**Desired Skills and Experience**:
**What you need to excel**:

- Australian Citizenship
- Minimum of 2 years of experience in case/claims management - life insurance experience is highly regarded
- Experience managing of a portfolio of cases end-to-end
- Demonstrate empathy, maintain a high standard of professionalism, and possess the resilience to thrive in challenging situations
- High level of written and verbal communication skills with ability to clearly communicate to a range of audiences and stakeholders
- Professional, customer focused and willing to contribute to a positive business culture
- Have the ability to understand and interpret legislation
- Work independently to organise and prioritise your tasks
- Self-motivated attitude with a resilient nature and ability to adapt to change

**CSC’s Core Competencies reflect the key sets of skills, knowledge, experience, and behaviours required to perform your role effectively. These are**:

- Delivering results and meeting customer expectations
- Working with People
- Adapting and Responding to Change
- Deciding and Initiating Action
- Analysing
- Commercial and Strategic Thinking

**What will you get in return?**
- Multiple 6 month Randstad contract positions available with possible extensions
- Engaging and meaningful work in an environment
- A variety of challenging and interesting work with the opportunity to develop your skills further towards complex cases. Extensive training provided.
- Flexible workplace arrangements including remote working
- Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

**How** **do I apply?**
- **Please note**:Agency submissions will not be considered for this position
- **Applications close**:31 December 2024, 5:00 pm

**About CSC**:
**The drive to make a difference.**

With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through our world-leading investment strategies, we are always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.