Case Manager Relationships at Careers @ MUFG Pension & Market Services

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Case Management, Claim Management, Stakeholder Liaison, Communication, Empathy, Problem Solving, Prioritization, Ownership, Time Management, Relationship Building, Active Listening, Continuous Improvement, Document Management, Teamwork, Analytical Skills, Microsoft Office

Industry

Financial Services

Description

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. 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 MUFG Pension & Market Services is a 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. Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate. By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients. MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values. We 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. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential. 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. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

Responsibilities

The Case Manager - Relationships serves as the primary contact for members/claimants, managing a portfolio of claims including Death, Income Protection, and Total and Permanent Disablement with professionalism and sensitivity. Key duties involve proactive follow-up, managing competing priorities, ensuring accurate and timely information delivery, and resolving complex member issues while adhering to quality standards.