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Todas las ciudades
Sydney
País
Australia
Acuerdo de trabajo
Tiempo completo
Esquema de Trabajo
Híbrido
Asistencia de reubicación disponible
No
Fecha de publicación
15-Paso-2025
ID del trabajo
12206

Descripción y requisitos

We are seeking a dedicated and compassionate Care Case Manager to manage low-touch long-term income protection claims. The ideal candidate will be responsible for overseeing customer contacts, payments/case management, ensuring that customers on long term benefits receive the support they need while maintaining compliance with company policies and regulations. We will consider applicants from insurance customer experience, workers’ compensation or similar roles as well as Life Insurance or Superannuation administration roles or allied health background. 

 

 

Key Responsibilities: 

 

  • Manage and oversee a large portfolio of low-touch long-term income protection claims.
  • Maintain regular contact with customers with long term illness/terminal illness
  • Accurate payments and case management ensuring compliance with company policies and the Life Insurance Code of Practice.
  • Answer calls and manage telephone enquiries.
  • Collaborate with case managers/senior case manager and claims leaders 
  • Monitor the progress of claims and make necessary adjustments to care plans as needed.
  • Maintain detailed and accurate records of all interactions and documentation related to claims and strong portfolio hygiene.
  • Provide exceptional customer service and support to clients throughout the claims process.
  • Maintain all relevant claims metrics includes regulatory and service levels.

 

Qualifications and experience:

 

  • Experience managing life insurance claims or workers’ compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service 
  • Working knowledge of legislation, policy documents and regulations relevant to experience
  • Proven ability to manage telephone queries and customer interactions
  • Strong communication skills, with the ability to explain outcomes clearly and support customers with empathy
  • Comfortable working with digital systems and open to adapting to new technology and ways of working
  • A collaborative team player who contributes positively to team culture and supports shared goals
  • Demonstrated resilience and adaptability with change
  • Demonstrated time management skills

 

 

To be successful you will deliver:

 

  • End to end management of low touch long term income protection claims.
  • Completion of MetLife Claims Accreditation Program to attain DA within 6 to 12 months of employment commencement with MetLife.
  • Quality decisions supported by sound analysis of medical, vocational, and financial information.
  • Customer-first outcomes by balancing empathy, compliance, and commercial considerations.
  • Strong adherence to service level agreements (SLAs), quality standards, and customer satisfaction (CSAT) measures.
  • Effective written and verbal communication that clearly outlines the decision rationale and next steps.
  • Positive engagement with internal and external stakeholders, including medical providers, trustees, and reinsurers.
  • Active contribution to a team environment that values professionalism, accountability, and continuous improvement.
     

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.


Acerca de MetLife

Reconocida en la lista de la revista Fortune de las "Empresas más admiradas del mundo" de 2023, MetLife, a través de sus subsidiarias y afiliadas, es una de las empresas de servicios financieros líderes en el mundo; proporcionando seguros, anualidades, beneficios para empleados y gestión de activos a clientes individuales e institucionales. Con operaciones en más de 40 mercados, ocupamos posiciones de liderazgo en Estados Unidos, América Latina, Asia, Europa y Medio Oriente.

Nuestro propósito es simple: ayudar a nuestros colegas, clientes, comunidades y al mundo en general a crear un futuro más seguro. Unidos por un propósito y guiados por la empatía, estamos inspirados para transformar el próximo siglo en servicios financieros. En MetLife, es #AllTogetherPossible. ¡Únete a nosotros!