Location(s)
- Posting Location: Melbourne, Victoria
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
22-May-2025
Job ID
6838
Description and Requirements
About the HSECi team
MetLife is a leading global life insurer and the insurance partner for Hostplus, one of Australia’s largest and fastest-growing superannuation funds with over $100bn in assets and more than 1.8 million members. MetLife has created a market-first service experience for Hostplus that delivers exceptional support and guidance for members for any insurance needs they may have, with a focus on first-point resolution and ensuring that the members’ needs are comprehensively addressed from beginning to end. To ensure uninterrupted and quality service, a robust roster system has been implemented, facilitating consistent and efficient member support.
Summary of Responsibilities:
The HSECi Support Officer Manager is a unique and multifaceted role compared to traditional claims support roles, placing a strong focus on member engagement and service support. The HSECi Claims Support Officer is the dedicated point of contact for claimants from the beginning of the claims process in addition to be the contact point for Claimants in the event their dedicated case manager is not available providing them with ongoing support.
The purpose of this role is to provide administration support to the Claims Teams and assist in member enquiries and setting up claims as efficiently as possible, to provide a positive experience for all claimants.
Reporting to the Claims Team Manager, this role will work closely with others in the team to manage the portfolio, build highly engaged relationships with claimants, stakeholders and reinsurers.
The successful candidate will be one that can deliver on MetLife’s and Hostplus’s vision to provide the easiest and most caring member experience, placing the member at the heart of everything we do by:
- Supporting member enquiries from beginning to end
- Having the administrative acumen to handle all new claims lodgments and ongoing claims-related enquiries from Hostplus members; and
- Practicing superior member servicing skills to explain decisions, provide guidance, education and ongoing support to Hostplus members with empathy and expertise.
Principal Responsibilities:
- Build rapport with Members, MUFG and Hostplus to positively influence the member’s experience throughout the lifecycle of the claim.
- Create new claims validating claims information derived from the policy administration system.
- Attend to Member and fund enquiries both verbally and in written format in a timely manner and provide support to Members to complete necessary paperwork or assist them in the electronic lodgment of their claim as required.
- Maintain regular communication with Claimants and other key stakeholders.
- Assess low complexity claims where required, assessing and initiating appropriate support options tailored to the Member’s needs
- Respond to claims related questions and escalate complex queries and decisions.
- Ensure all work is processed within SLA and other key metrics.
- Adhere to external regulations (such as Privacy and Life Insurance Code of Practice) and all relevant industry guidelines
- Contact Medical Practices and Employers to source necessary information
Knowledge/Skills/Competencies Required:
Previous experience in processing insurance claims and management of insurance data.
- Knowledge of Life Insurance Products including Income Protection, Trauma and TPD.
- Advanced skills in managing information in a professional business environment.
- Demonstrated high standards of teamwork, including contributing to meeting deadlines in a busy work environment.
- Well-developed interpersonal, communication, analytical, and self-management skills.
- Demonstrated ability to deal with confidential information.
- Demonstrated ability to positively interact with a range of internal and external stakeholders and represent the organisation in a professional manner.
- Strong attention to detail with highly accurate word processing, spreadsheets and data entry skills.
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
About MetLife
Recognised on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™ for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services.