Address Full time permanent role based in Bedford Park
Flexible work arrangements
Strong customer service background required
How will I help?
The Case Managers are responsible for direct liaison with customers, Executors, Beneficiaries, Solicitors, Advisers, Insurers and the Trustee in relation to claims lodged for Total and Permanent Disablement, Salary Continuance Insurance, Permanent Incapacity, Terminal Medical Condition, Financial Hardship, Compassionate Grounds and Deceased Estates.
The role requires a high degree of personal resilience and exceptional communication skills given the complex nature of these claims. The ability to deal with multiple stakeholders, internal and external, whilst remaining the one point of contact with our member is paramount for success in the role.
What's in it for me?
You will build your profile internally with stakeholders and be part of the future of a business that has been around for 200 years and whose vision is to create better futures together. You’ll be working for an organisation that supports development, internal career moves and flexible working. Along with competitive salary, you’ll receive Westpac’s generous benefits and a whole array of customer discounts. Being an integral part of the broader Westpac group, you will constantly be challenging the status quo and deliver high quality customer outcomes.
What do I need?
Our successful candidates will have a Financial Services background (insurance, superannuation, wealth management being highly desirable), and experience providing great service to customers, including helping customers going through highly sensitive situations. Other important qualities include:
Resilient, team player, professional, high attention to detail, ability to work under pressure, adaptable to change.
Strong emotional resilience
Advanced written and verbal communication skills, including the ability to produce sound written external correspondence
Experience in liaising with Senior stakeholders and 3rd parties
Previous Case Management experience
Other desirable qualities (but not essential) include previous experience in complaints management, Legal or a similar field and candidates that have worked in a field dealing with customers experiencing serious difficulties (such health, psychology, community workers). Knowledge of super legislation, as well as case Management or customer service with vulnerable customers will be equally advantageous.
What's it like to work there?
You will join one big, supportive team – but you will also be doing your bit to reach our vision to create better futures together. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we're proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.
How do I Apply?
Start here. Select the APPLY or APPLY NOW button.
At Westpac we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces, branches, products and services for our customers, employees, and community. This role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call 1800 655 592 Option 2.3 or email talentacquisition@westpac.com.au.
