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Senior Case Officer

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Our client is seeking a Senior Case Officer to join their dynamic Protect team. This role offers an exciting opportunity to manage and administer a portfolio of complex cases, including escalated or disputed insurance claims. The successful candidate will be responsible for end-to-end resolution, providing expert case management and technical leadership.

Responsibilities:

  • Manage and administer a portfolio of claims, including escalated or disputed TPD, IP, D, TI and family law or early release payment claim.
  • Accountable for end-to-end resolution supporting members, advisers, internal and external stakeholders by investigating and resolving queries, errors, and exceptions.
  • Provide expert case management for escalated complex or disputed claims in collaboration with the Technical Manager Protect.
  • Provide technical leadership (interpreting, analysing, and explaining technical information) to the team and oversee escalations to resolve complex insurance product matters.
  • Advocate to the insurer on behalf of the member where applications for cover are approved with non-standard terms.
  • Investigate, solution and remediate complaints, incidents and escalated issues and queries from member, advisers, and other stakeholders in relation to claims in collaboration with Complaints team.

Requirements:

  • 3 years life insurance claims experience within a customer-focused superannuation environment.
  • Demonstrated ability to deliver high level customer service.
  • Strong knowledge in resolution of disputed claims.
  • High-level interpersonal skills with proven ability to build trust and rapport with internal and external stakeholders.
  • Resilience and proven ability to work under pressure in a changing work environment.
  • Ability to negotiate and explain decision outcomes.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Maggie Bartley on +61 2 8289 3147 for a confidential discussion.

Contract Type: FULL_TIME

Specialism: Banking & Financial Services

Focus: Insurance

Industry: Insurance

Salary: AUD110,000 - AUD120,000 per annum

Workplace Type: Hybrid

Experience Level: Associate

Location: Sydney CBD

Job Reference: 2004940/001

Date posted: 16 September 2024

Consultant: Maggie Bartley

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