MetLife

Key Responsibilities: 

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.