Case Manager Relationships

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.
• Ensures lessons learnt and/or permanent corrective actions are in place to ensure a culture of continuous improvement is sustained.

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