OverviewThe 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
About Us
MUFG Pension & Market Services is 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.
