Chapter Member Claims Management Services

at  Resolution Life

EXPERIENCE

• Exceptional and empathetic ability in managing sensitive conversations, putting yourself in our customer’s circumstances and reaching mutual beneficial outcomes
• Demonstrated claims assessing experience with Income Protection Claims
• Solid knowledge of Life Insurance Code of Practice (LICOP), Insurance and Superannuation Legislation including dispute bodies (FSC & AFCA) boundaries and requirements
• Knowledge and understanding of the market, in particular, risk insurance
• Broad interest in financial services industry, market trends, competitive responses, impact of regulation
• Detailed planning, time management and prioritisation skills
• Strong customer focus
• Strong written and verbal communication skills
• Strong quantitative skills including gathering, analysing and presenting data
• Ability to regularly engage with various internal stakeholders and departments
• Advanced MS Office skills (Word, PowerPoint, Excel)

CRITICAL SKILLS

At Resolution Life, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

• Prioritise daily to ensure all tasks are completed or managed appropriately with stakeholders
• Utilise systems and processes to manage workflow and calls
• Use day to day experience to continuously improve processes and systems
• Fully record all actions relating to a plan clearly, accurately and concisely so that notes can be readily understood by anyone in the future
• Identify and act on improvement opportunities for self, team and Resolution Life Australasia
• Actively participate in any project or initiative activities in the team
• Adhere to the relevant legislation and business rules, ensures all Resolution Life Australasia policies and compliance requirements are met.
• Any risks to the business that are identified are escalated appropriately and mitigation action is instigated