MUFG

Global bank offering diversified financial services

Case Manager Relationships

Claims AdjudicationPosted on Nov 12

Full-timeAustraliaNo salary listedIn-person

About the Job

Requirements

Group insurance knowledge, including Death, Total and Permanent Disablement, Terminal Illness Benefit, and Permanent Incapacity claims processes.
Analytical and problem-solving skills.
Microsoft Office skills, including Word, Excel, and PowerPoint.
At least 1 year of case management and/or assessment experience in group life claims or equivalent experience relating to personal injury.
Customer service experience.
Strong verbal and written communication skills.
Ability to self-manage, prioritize work, and handle multiple tasks.
Ability to build effective relationships with the team and key contacts.
Ability to understand and empathize with members’ needs.
Ability to take ownership to deliver member outcomes efficiently and effectively.
Ability to handle difficult conversations effectively.
Group superannuation knowledge, including the SIS Act and Insurance Act.
RG146 compliance.
Tertiary qualifications in business, insurance, law, financial planning, or a related field.

Responsibilities

Take ownership of claims and ensure regular, proactive follow-up and phone contact to drive outcomes.
Establish rapport with members and create a positive experience.
Support change to provide superior customer service to fund members.
Listen to members and respond promptly with accurate information addressing their concerns and queries.
Handle difficult conversations by listening actively, empathizing, identifying members’ or claimants’ needs, and taking responsibility for resolving problems.
Contribute to and support continuous improvement initiatives.
Seek information to understand members’ circumstances, problems, expectations, and needs, and deliver service beyond the transaction.
Ensure actions are completed within agreed timelines, keeping the member experience in focus.
Proactively deliver and manage a claims portfolio in accordance with quality case management principles and operating standards.
Develop capability through appropriate development, including challenging on-the-job opportunities.
Ensure completed work adheres to service and quality standards.
Apply a strong investigative approach to death claims to identify all suitable claimants as soon as practicable during the claims process.
Handle members’ Death, Terminal Illness Benefit, Income Protection, Permanent Incapacity, and Total and Permanent Disablement claims, communicating regularly and effectively throughout each claim.
Minimize delays through effective document management and coordination and liaison with stakeholders and members.
Deliver high-quality work with low errors and breaches, supporting team and department results.
Contribute to shared team objectives.
Follow all legislative requirements and guidelines.
Ensure lessons learned and/or permanent corrective actions are in place to sustain continuous improvement.

Overview

The Case Manager - Relationships provides a dedicated service to insurers and the client Trustee. This includes Death, Terminal Illness, Income Protection, Permanent Incapacity and Total and Permanent Disablement. The Case Manager - Relationships provides these services with the utmost professionalism, keeping the member’s circumstances front of mind at all times.

With a focus on quality outcomes by balancing member needs with operational limits, the Case Manager - Relationships is the primary contact for members / claimants who make a claim and treats each claim as unique. The Case Manager - Relationships ensures members / claimants receive accurate and timely information delivered with respect and sensitivity.

Key Accountabilities and main responsibilities

The ability to manage multiple tasks and competing priorities.
Taking ownership of the claim and ensuring regular and proactive follow-up and phone contact to drive outcomes.
Create a positive experience by quickly establishing rapport with members.
Embrace and support change to provide superior customer service to Fund Members.
Build effective relationships with the team and key contacts.
Listen carefully to members and respond promptly providing correct information to their concerns and queries.
Effectively manage difficult conversations by actively listening, empathising, identifying the member or claimants real needs and taking personal responsibility for resolving problems/issues.
Actively contribute to and support continuous improvement initiatives
Demonstrate service excellence by actively seeking information to understand the member’s circumstances, problems, expectations, needs and to go beyond the transaction.
Take personal ownership and accountability to ensure actions are completed within the agreed timelines and the member experience is always front of mind.
Proactively deliver and manage a claims portfolio in accordance with quality case management principles and operating standards.
Take personal action to develop capability through appropriate development including challenging on-the-job opportunities.
Ensure all work completed adheres to service and quality standards.
In regards to death claims, ensure a strong investigative approach is applied to ensure all suitable claimants are identified as soon as practicable during the claims process.
Take ownership for handling member’s Death, TIB, IP, PI or TPD or claims and communicate regularly and effectively throughout the life of the claim.
Minimise delays through effective document management and effective co-ordination and liaison with key stakeholders and members
Consistently deliver high quality work, including low errors and breaches, ensuring team and department results are delivered.
Be an active team player and contribute to the achievement of shared team objectives.
Ensure all legislative requirements and guidelines are followed.
Ensures lessons learnt and/or permanent corrective actions are in place to ensure a culture of continuous improvement is sustained.

Experience & Personal Attributes

Group insurance knowledge (including Death, TPD, TIB and PI claims processes)
Analytical and problem solving skills
Microsoft Office skills (Word, Excel, PowerPoint)
Minimum 1 year case management and/or assessment experience in group life claims or equivalent (relating to personal injury)
Customer service experience
Strong communication skills (verbal and written)
Ability to self-manage, prioritise work and handle multiple tasks
Build effective relationships with team and key contacts
Embrace and support change to provide superior customer experience
Understand and empathise with members needs
Take ownership to deliver member outcomes, in a fast, efficient and effective way
Ability to effectively handle difficult conversations
Group superannuation knowledge (including SIS Act, Insurance Act)
RG146 compliant
Tertiary qualifications in business, insurance legal, financial planning, or related

About the Company

MUFG

Global bank offering diversified financial services

MUFG is a major global financial group that provides a wide range of banking and financial services, including commercial and trust banking, securities, credit cards, and asset management. Its products are delivered through a network of domestic and international banks, digital platforms, and financial advisers, offering loans, deposits, payments, investment services, and asset management. MUFG stands out due to its size and scale as one of the world’s largest financial groups, its diversified offerings across banking and securities, and its strong international presence (notably expanding in the U.S. after investing in Morgan Stanley in 2008). Its goal is to support economic growth worldwide by expanding its global footprint and promoting sustainable finance.

Company size: 10,001+
Company stage: IPO
Headquarters: Tokyo, Japan
Founded: 2006

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