MetLife

Summary of Responsibilities:

 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 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; and

• Practicing superior member servicing skills to explain decisions, provide guidance, education and ongoing support with empathy and expertise.

Principal Responsibilities: 

• 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.