Senior Claims Lead

at  Link Group

OVERVIEW

The Senior Claims Lead provides a dedicated service to insurers and Trustee clients. This includes Death, Terminal Illness, Income Protection, Permanent Incapacity and Total and Permanent Disablement.
The key focus of the role is on the member experience through metric driven decisions, high quality outcomes, low errors and breaches and short claims durations. The Senior Claims Lead is responsible for ensuring that all work is allocated and actioned within the agreed timeframes and provide support as and when required to staff on contentious or escalated claims.
The quality aspect of this role requires the incumbent to drive continuous improvement in processes and coaching of staff as well as reporting on quality outcomes and trends.

EXPERIENCE & PERSONAL ATTRIBUTES

• Taking ownership of the case and ensuring regular and proactive follow-up and phone contact to drive outcomes.
• Set challenging personal goals to deliver on the service excellence experience.
• Take personal ownership and accountability to ensure actions are completed within the agreed timelines and the member experience is always front of mind.
• Take personal action to develop capability through appropriate development including challenging on-the-job opportunities.
• Link values, creating a positive culture and a better future for members. Lead by example by being confident, decisive and knowledgeable.
• Provide members with confidence that their claim is being managed professionally by providing accurate superannuation, product or process information and translate complex rules and legislation into simple and easily understood language.
• Strong communication skills (verbal and written)
• Ability to self manage, prioritise work and handle multiple tasks
• Build effective relationships with team and key contacts
• Ability to have coaching conversations
• Maintain and enhance effective relationships with internal and external stakeholders
• Embrace and support change to provide superior customer experience
• Influencing & negotiation skills to drive member outcomes
• Be an active team player and contribute to shared team objectives
• Minimum 2 years assessment experience in group life claims or equivalent (relating to personal injury)
• Case management experience
• Customer service experience
• Experience with claims escalations
• Coaching of other team members
• Proven ability to effectively handle difficult conversations

Desirable:

• RG146 compliant
• Tertiary qualifications in business, insurance legal, financial planning, or related

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients’ needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.
Our Retirement & Superannuation 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.
Link Group 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 Link Group 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 Link Group. Successful applicants will be required to complete background screening prior to commencement of employment

Operational Management

• Authorise stop cheques, benefit reversals and replacement cheque requisitions.
• Manage the work allocation within the team to ensure that all service level standards are achieved.
• Complete system authorisations after careful analysis and adherence to set conditions.
• Authorise stop cheques, benefit reversals and replacement cheque requisitions.
• Effectively deal with escalations and sensitive issues as they arise.
• Will be required to assist with training, coaching and mentoring of less experienced staff in a collegiate leadership capacity.
• Understand and empathise with the member’s needs, circumstances and expectations and go beyond the transaction.
• Create a positive experience by quickly establishing rapport with members.
• Embrace and support change to provide superior customer service to members and claimants.
• Build effective relationships with the team and key contacts.
• Provide clear direction and manage day-to-day work priorities for the team and monitor progress whilst ensuring team service standards are consistently achieved.
• Effectively manage difficult conversations by actively listening, empathising, identifying the member or claimants real needs and taking personal responsibility for resolving problems/issues.
• Be a subject matter expert in the Death or TPD case management and assessment service deliverables and process.
• Consistently deliver high quality work to deliver team and department results, ensuring work is completed right the first time.
• Ensure all legislative requirements, processes and guidelines are followed.
• Effectively managing escalations.
• Adopt leadership responsibilities as and when required.