Complaints Case Manager (Travel)

at  nib Group

LET’S TALK ABOUT WHO WE ARE

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members, travellers and participants make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.
We’re looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We’re committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

LET’S TALK ABOUT YOU

This is a full-time permanent opportunity, and the successful candidate will have proven experience in a similar role with knowledge of the Insurance Contracts Act, the General Insurance Code of Practice and working knowledge of Privacy legislation. A Certificate IV in Financial Services - General Insurance would be beneficial.

The successful candidate will be able to demonstrate:

• High attention to detail
• Strong written and verbal communication skills
• Excellent time management skills
• Previous experience working in health insurance or Customer Resolutions (beneficial)

This role will require once a fortnight in office.
At nib, we recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We’re always on the lookout for curious individuals who will add to the culture at nib Group - so if this role resonates with you, please apply!

As the Complaints Case Manager, you will respond to complaints and disputes received from nib Travel Customers. This role is responsible for investigating and responding to complaints at all stages, meeting applicable industry, regulatory and internal time frames in an accurate and consistent manner.

This role will also see you:

• Apply policy wordings, law and relevant procedures to review and resolve complaints and disputes
• Prepare submissions and attend conciliation’s or hearings for the Australian Financial Complaints Authority, regulatory bodies and Legal Tribunals
• Update and maintain policy, process and knowledge material, as well as supporting with the producing of reports