Claims Manager - Death Benefit
Hcgh Cx_3001 · Melbourne, Australia · hybrid
We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Claims Manager - Death Benefit, you'll be responsible for managing a portfolio of death benefit claims end to end on behalf of the Trustee. You'll proactively drive claims outcomes, engage with customers and third parties in a sensitive and professional manner, and ensure claims are assessed and finalised accurately and efficiently.
Working closely with internal and external stakeholders, you'll apply sound judgement, critical thinking and strong claims management practices to deliver excellent customer experiences while meeting legislative, compliance and operational requirements. You'll play an important role in helping beneficiaries navigate the claims process during what can be a challenging time, ensuring every interaction reflects our values of courage, empathy and excellence.
This role is a permanent opportunity and is based in Brisbane or Melbourne.
Day to day, you'll:
- Manage a portfolio of death benefit claims from notification through to assessment, decision and payment.
- Engage with customers, beneficiaries and third parties across multiple communication channels.
- Proactively progress claims, identify barriers to completion and implement strategies to achieve timely outcomes.
- Determine insurance and death benefit claimant eligibility, identify the insurer on risk and issue required claims documentation.
- Review insurer and fund recommendations, providing challenge and escalation where appropriate.
- Interpret insurance policy documents and apply relevant superannuation and insurance legislation.
- Maintain accurate customer records and complete required administrative processing.
- Monitor compliance requirements and report incidents or breaches as required.
- Deliver exceptional customer experiences that balance empathy, accuracy and risk management.
- Collaborate with team members to meet service standards and customer expectations.
It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
- You have experience managing death benefit claims within superannuation or a related financial services environment.
- Your communication and stakeholder management skills enable you to build trust in sensitive situations.
- You'll demonstrate sound judgement and an objective, outcome-focused approach to claims management.
- You're able to handle confidential information with discretion, professionalism and empathy.
- You have experience delivering outstanding customer service in a high-volume environment.
- Your ability to understand customer needs helps you identify practical and effective solutions.
- You'll be confident interpreting insurance policies, procedures and legislative requirements.
- You're skilled at managing competing priorities and maintaining accuracy in complex case management work.
- You possess strong conversation control skills and can manage challenging discussions effectively.
- Your knowledge of superannuation and insurance products would be highly regarded.