Retail Case Consultant

MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

MLC Life Insurance is one of Australia€™s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world€™s leading insurers. We are guided by our simple purpose: €˜A Promise for Life€™. We provide over 1.5 million Australians with reassurance that they and their loved ones will be supported when they need it most. It€™s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What€™s Right, Deliver Together, Make it Simple, Own it and Aim High. It€™s how we work together and behave every day in every interaction with our customers and each other that defines who we are.

Our strategy puts our customers at the centre of our ambition to be Australia€™s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all at MLC Life Insurance to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution.

With more than 1,600 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

The Retail Case Consultant role forms part of our Retail Claims team based in Melbourne. This role exists to manage a portfolio of cases to finalisation, which may include ongoing interactions with customers, vendors, funds/trustees, advisers, allied health professionals, third parties, and shared services.

This role will be a great opportunity for someone with existing knowledge and experience in claims management within the insurance field and have a keen interest in moving in to the life insurance sector.

Your responsibilities include but are not limited to:

• Meet individual & team SLAs by ensuring:
  • Completion of the appropriate investigations such as medical, financial and factual, in line with MLC claims guidelines and philosophy;
  • The best outcome for the customer is guaranteed through collaboration with peers (including Recovery Specialists) as an integral aspect of case management;
  • Proactively managing a portfolio of cases efficiently to achieve the overall strategy and goals within timeframes;
  • Manage claims within Delegated Authority;
• Monitor workload and ensure each case is being managed appropriately in order to optimize the duration of each claim for the customer€™s health and well-being.
• Use QA process & feedback from Lead Case Consultant and/or if applicable their Senior Case Consultant to improve the outcomes for customers and the business by making sound decisions and by demonstrating a thorough working knowledge of risk and compliance protocols.
• Taking direction and utilising the expertise of the Lead Case Consultant and Senior Case Consultant.
• Enhance the reputation of the team by establishing trusting external relationships, specifically with Customers, Re-insurers, medical and allied health professionals, employers, advisers, funds/ trustees, third party administrators, and others. This includes providing, requesting and sharing data, information and insights.

• 3+ years insurance experience including knowledge of legislation and regulations affecting the life industry
• At minimum 1-2 years of experience in a customer service oriented environment
• Knowledge of the claims processes, definitions under policies and techniques in claims investigation
• Experience in working in a highly collaborative environment
• Medical Terminology certificate and/or similar medical qualification
• Tertiary qualifications

In accordance with our internal recruitment policy guidelines, in order to be eligible for this application, please note that you will be required to:

• Notify your current supervising manager prior to submitting an internal application;
• Have been in your current position for at least 12 months (excluding temps);
• Have no current performance management concerns that may impact your ability to undertake the role; and
• Have received at least a rating of a 3 on their last performance review.

At MLC Life Insurance, you will have the opportunity to:

• work with a WGEA cited Employer of Choice for Gender Equality
• enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
• embrace a culture of customer centricity and an ambition to be Australia€™s leading, most trusted Life Insurer
• access CircleIn Parental Support - an online support resource for our working parents
• access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
• wellness and lifestyle offerings including access to Uprise €“ our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.