MetLife

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:

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.