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Parramatta

    Case Manager Relationships - Parramatta, Australia - Link Group

    Link Group
    Link Group Parramatta, Australia

    4 days ago

    Default job background
    Full time
    Description

    Overview

    The Case Manager - Relationships provides a dedicated service to insurers and the client Trustee. This includes Death, Terminal Illness, Income Protection, Permanent Incapacity and Total and Permanent Disablement. The Case Manager - Relationships provides these services with the utmost professionalism, keeping the member's circumstances front of mind at all times.
    With a focus on quality outcomes by balancing member needs with operational limits, the Case Manager - Relationships is the primary contact for members / claimants who make a claim and treats each claim as unique. The Case Manager - Relationships ensures members / claimants receive accurate and timely information delivered with respect and sensitivity.

    Key Accountabilities and Main Responsibilities

    • The ability to manage multiple tasks and competing priorities.
    • Taking ownership of the claim and ensuring regular and proactive follow-up and phone contact to drive outcomes.
    • Create a positive experience by quickly establishing rapport with members.
    • Embrace and support change to provide superior customer service to Fund Members.
    • Build effective relationships with the team and key contacts.
    • Listen carefully to members and respond promptly providing correct information to their concerns and queries.
    • Effectively manage difficult conversations by actively listening, empathising, identifying the member or claimants real needs and taking personal responsibility for resolving problems/issues.
    • Actively contribute to and support continuous improvement initiatives
    • Demonstrate service excellence by actively seeking information to understand the member's circumstances, problems, expectations, needs and to go beyond the transaction.
    • Take personal ownership and accountability to ensure actions are completed within the agreed timelines and the member experience is always front of mind.
    • Proactively deliver and manage a claims portfolio in accordance with quality case management principles and operating standards.
    • Take personal action to develop capability through appropriate development including challenging on-the-job opportunities.
    • Ensure all work completed adheres to service and quality standards.
    • In regards to death claims, ensure a strong investigative approach is applied to ensure all suitable claimants are identified as soon as practicable during the claims process.
    • Take ownership for handling member's Death, TIB, IP, PI or TPD or claims and communicate regularly and effectively throughout the life of the claim.
    • Minimise delays through effective document management and effective co-ordination and liaison with key stakeholders and members
    • Consistently deliver high quality work, including low errors and breaches, ensuring team and department results are delivered.
    • Be an active team player and contribute to the achievement of shared team objectives.
    • Ensure all legislative requirements and guidelines are followed.

    Experience & Personal Attributes

    • Group insurance knowledge (including Death, TPD, TIB and PI claims processes)
    • Analytical and problem solving skills
    • Microsoft Office skills (Word, Excel, PowerPoint)
    • Minimum 1 year case management and/or assessment experience in group life claims or equivalent (relating to personal injury)
    • Customer service experience
    • Strong communication skills (verbal and written)
    • Ability to self-manage, prioritise work and handle multiple tasks
    • Build effective relationships with team and key contacts
    • Embrace and support change to provide superior customer experience
    • Understand and empathise with members needs
    • Take ownership to deliver member outcomes, in a fast, efficient and effective way
    • Ability to effectively handle difficult conversations
    • Group superannuation knowledge (including SIS Act, Insurance Act)
    • RG146 compliant
    • Tertiary qualifications in business, insurance legal, financial planning, or related
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