Case Officer

**Get To Know Us**:
SS&C Technologies is the world's largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C's unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.

SS&C Global Investor Distribution Solutions (GIDS) provides information processing and computer software services and products. The Company's operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

**Why You Will Love It Here**
- **Flexibility**: Hybrid Work Model
- **Your Future**: Income Protection Insurance & Salary Continuance
- **Work/Life Balance**: Flexible Time Off
- **Your Wellbeing**: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
- **Diversity & Inclusion**: Committed to Welcoming, Celebrating and Thriving on Diversity
- **Training**: Hands-On, Team-Customised, including SS&C University
- **Extra Perks**: Discounts on fitness clubs, travel and more

**What You Will Get To Do**:
The Case Officer is responsible for the first point of member contact for insurance claim lodgment and assessing the eligibility to access super under the grounds of Death/Terminal Illness (DTI), Total Permanent Disability (TPD), Income Protection (IP) and Permanent Incapacity (PI). You will be accountable for accurate management of your own claim portfolio, ensuring compliance with SLAs, and adherence to business rules, life code, SIS Act and super code regulations. You will manage death claims distribution through case management to payment, undertaking the claim staking process.

You'll be the member's and potential beneficiaries' main contact and be required to manage all insurance claims until the end of the claims process. Proactivity follow-up receipt of claim documents with members and beneficiaries, aid as required in the completion of their forms/documents and provide regular updates on the process of their claim.

As a Case Officer, you will engage with potentially vulnerable individuals, demonstrating empathy and compassion in every interaction. You will uphold a high level of professionalism when working with both internal and external stakeholders. Building strong, collaborative relationships with external partners, team members, and other operational colleagues will be essential to your success.
- Deliver high-quality customer service on inbound and outbound calls.
- Effectively manage difficult conversions by actively listening, empathising, and identifying the member or beneficiary needs.
- Lodgement and triaging of claims.
- Take ownership of Death/Terminal Illness (DTI) Total and Permanent Disability (TPD), Income Protection (IP), and Permanent Incapacity (PI) claims, ensuring effective communication throughout the lifecycle of each claim.
- Proactivity follow-up receipt of claim documents with members and beneficiaries and aiding in the completion of their forms.
- Action and complete claim work within agreed SLAs and escalate any potential SLA risks.
- Provide information regarding account details without providing financial advice.
- Participate in training and upskilling to build knowledge and skills within yourself and your team.
- Be an active team player and contribute positively and collaboratively to the success of shared team goals.
- Deliver the fund's service expectations that achieve an end-to-end life cycle for every claim.
- Make recommendations to the Trustee on all product claims.
- Report and manage dissatisfaction feedback and service complaints.
- Attend to all forms, correspondence, filing, and record maintenance associated with claims management, family law splits and financial hardship.
- Attend to customer enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
- Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.
- Operating hours will be 8 am to 5 pm with rotating shifts.

**What You Will Bring**:

- Previous experience as a Claim Officer.
- Superannuation or industry experience in a similar role
- Excellent communication skills, both written and verbal.
- Process-oriented with great attention to detail.
- Proven ability to work on tasks independently, whilst contributing to team goals.
- Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and a great attitude.
- Proven experience working to service standard deadlines.
- Advanced skills in Word, Outlook and Excel.
- RG 146 complaint or commitment to undertake study (mandatory)

Pay: Up to $75,000.00 per year

**Benefits**: