Lead Case Consultant (12-month Secondment)

at  MLC Life Insurance

Are you committed to bringing your best to life every day?
At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.
We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most – and that’s a great purpose to bring us together at work every day.
We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

The Claims team are there to help our customers at their most vulnerable; they support each policy holder and member through the claims process with integrity, fairness and compassion. They strive to make the right decisions and support ethical and fair outcomes.
We currently have an exciting 12-month fixed term opportunity for a Lead Case Consultant to join our Sydney-based Retail Claims team. In this role, you will provide claims expertise and coaching to a team of Case Management professionals to support our customers during their time of need, delivering an exceptional customer experience. You will also be responsible for managing the most complex claims.

Your responsibilities include but are not limited to:

• Role modelling, promoting, encouraging, up-skilling and coaching team members to provide an exceptional customer experience;
• Provide guidance to Case Consultants in resolving complaints/escalations fairly and quickly;
• Achieve annual business targets by ensuring our Case Consultants follow the Contemporary Case Management approach for every case;
• Implement and maintain a high-performance culture by assisting Case Consultants to be accountable for their productivity and output, and to demonstrate a results focus (duration linked to outcomes rather than payments and closures);
• Optimise the duration of each claim for the customer’s health and well-being by monitoring the workload of each Consultant and ensuring each case is being managed to the identified outcomes;
• Enhance the reputation of the team by establishing trusting relationships with peers, customers and others (internal and external) within Claims and related business units (e.g. Product, Underwriting, Actuarial);
• Contribute to the achievement of the team’s financial and other targets by using techniques and tools to manage and advocate for change; and
• Taking responsibility for meeting KPI’s and SLA’s