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Lead Case Consultant

CTI Education Group - Sydney, NSW

Any Industry
Source: uWorkin


Job Description

Lead Case Consultant - ( 2100006F )


MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

The Role:

The Claims team are there to help our customers at their most vulnerable; they support each policy holder and member through the claims process with integrity, fairness and compassion. They strive to make the right decisions and support ethical and fair outcomes.

We currently have an exciting opportunity for a Lead Case Consultant to join our Sydney-based Group Claims team. In this role, you will provide claims expertise and coaching to a team of Case Management professionals to support our customers during their time of need, delivering an exceptional customer experience. You will also be responsible for managing the most complex claims.

Your responsibilities include but are not limited to:

  • Role modelling, promoting, encouraging, up-skilling and coaching team members to provide an exceptional customer experience;
  • Provide guidance to Case Consultants in resolving complaints/escalations fairly and quickly;
  • Achieve annual business targets by ensuring our Case Consultants follow the Contemporary Case Management approach for every case;
  • Implement and maintain a high-performance culture by assisting Case Consultants to be accountable for their productivity and output, and to demonstrate a results focus (duration linked to outcomes rather than payments and closures);
  • Optimise the duration of each claim for the customer’s health and well-being by monitoring the workload of each Consultant and ensuring each case is being managed to the identified outcomes;
  • Enhance the reputation of the team by establishing trusting relationships with peers, customers and others (internal and external) within Claims and related business units (e.g. Product, Underwriting, Actuarial);
  • Contribute to the achievement of the team’s financial and other targets by using techniques and tools to manage and advocate for change; and
  • Taking responsibility for meeting KPI's and SLA's
About You:

Do you have experience in managing Life Insurance claims? Are you looking to take the next step in your career?

You will hold experience in driving return to work outcomes, you will hold strong customer-service orientation skills and will have exceptional technical knowledge of life insurance legislation and regulations. A strong communicator, you are great at problem solving and enjoy change. Although not essential, tertiary qualifications as well as Australian Insurance Institute certification will be highly advantageous.

Our Purpose

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution.

With 1,450 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

Why Choose Us?

At MLC Life Insurance, you will have the opportunity to:

  • work with a WGEA cited Employer of Choice for Gender Equality
  • enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
  • embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
  • access CircleIn Parental Support - an online support resource for our working parents
  • access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
  • wellness and lifestyle offerings including access to Uprise – our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.