Claims Support Officer

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Overview
As a Claims Support Officer, your primary responsibility will be managing the claims intake process, serving as the initial point of contact for claims inquiries from members, employers, and financial planners via phone, email, and post

Your key purpose will be guiding members and claimants through the claims journey, delivering a high standard of customer service by providing accurate and appropriate responses that meet or exceed their expectations

This role acts as a foundational program towards a claims career, paving the way for your progression into such roles as a claims case manager. Throughout your time in this position, you will gain valuable insights into the claims process, building the knowledge and skills necessary for more advanced responsibilities in the future.

• Hybrid working conditions- 50% in the office per fortnight
• Career pathways
• Keen interest in a career in Life Insurance and Claims

Key Accountabilities and main responsibilities

• Delivering outstanding member experience though excellent customer service in all interactions with claimants
• Providing empathetic and professional support to claimants, supporting them through their claims experience
• Collecting and recording information pertaining the claim with humility, accuracy and efficiency
• Liaise with internal teams, such as claims when necessary
• The provision of efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
• Address and resolve grievances or discrepancies in claims, ensuring timely response/action is taken
• Demonstrating subject matter expertise on funds/processes/procedure
• Achievement of all Key Performance Indicators (KPIs)
• Demonstrate willingness to increase your claims and insurance knowledge. Participation in the foundational upskilling for pathway into a claims case manager role
• Demonstrate drive and motivation by keeping abreast of current industry related information and changes
• Adhering to all legislative requirements required for the role
• Living the MUFG Retirement Solutions Retirement Solutions Core Values; Teamwork, Professionalism, Commitment, integrity, respect
• Complying with MUFG Retirement Solutions Privacy a policy and procedures

Experience & Personal Attributes

• Keen interest in a career in Life Insurance and Claims
• Strong customer service skills with a member experience focus
• Demonstrated ability to display high standards of empathy and resilience when handling difficult or sensitive calls
• Excellent written and verbal communication skills, and a pleasant phone manner
• Strong ability to interpret complex subject matter and to translate information to the end user
• Established history of consistently delivering results and achieving set targets
• Proven track record of reliability and punctuality in a structured environment
• Proven ability to solve complex problems and deliver innovative solutions
• Ability to work under pressure and maintain set target levels
• Openness to feedback and willingness to develop professionally
• Proven ability to solve complex problems and deliver innovative solutions
• Previous experience in working in a collaborative and professional team environment

Some of our Employment Benefits:

• Flexible working– enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
• Novated Car Leasing

Culture @ MUFG Pension & Market Services:
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 our company 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.