Join to apply for the Case Manager Relationships role at MUFG Pension & Market ServicesA global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.OverviewThe 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.Hybrid working conditions- 50% in the office per fortnightSydney or Melbourne locationAdd value and make an impactKey Accountabilities and Main ResponsibilitiesThe 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.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.Experience & Personal AttributesGroup insurance knowledge (including Death, TPD, TIB and PI claims processes)Analytical and problem solving skillsMicrosoft 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 experienceStrong communication skills (verbal and written)Ability to self-manage, prioritise work and handle multiple tasksBuild effective relationships with team and key contactsEmbrace and support change to provide superior customer experienceUnderstand and empathise with members needsTake ownership to deliver member outcomes, in a fast, efficient and effective wayAbility to effectively handle difficult conversationsGroup superannuation knowledge (including SIS Act, Insurance Act)RG146 compliantTertiary qualifications in business, insurance legal, financial planning, or relatedSome of our Employment BenefitsFlexible working– enabling our employees to work in the office and at homePurchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leaveEmployee Recognition Program - to recognise people who are demonstrating our valuesTalent Referral ProgramSalary Sacrificing via SuperannuationEmployee Assistance ProgramLearning & Development - Development at your fingertips via self-paced learning, including educational assistance supportEmployee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!Novated Car LeasingCulture @ MUFG Pension & Market ServicesWe are an inclusive employer whose people work collaboratively.
We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported.
We know that diversity drives better client outcomes, continuous improvement, and growth.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.Seniority levelNot ApplicableEmployment typeFull-timeJob functionSales and Business DevelopmentIndustries: Insurance
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