Case Manager

QBE Insurance Group; Parramatta; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching

Gender-equal parental leave

Job summary

QBE Insurance Group in Parramatta/Newcastle, NSW seeks a passionate corporate professional to join our People Risk CTP Insurance Claims team. You will guide individuals through recovery after motor vehicle accidents, coordinating with medical providers and stakeholders to ensure timely treatment approvals and services.

The role demands resilience, organisational excellence, and compassionate support during challenging times, while upholding regulatory compliance and company protocols.

Qualifications

• Experience in insurance claims, including Workers Compensation or CTP, legal, or allied health roles is preferred.
• Ability to handle high call volumes and fast-paced environments with composure.
• Excellent verbal and written communication; customer-centric approach.

Responsibilities

• Handle a high volume of inbound and outbound calls while supporting customers.
• Oversee end-to-end personal injury claims and coordinate with stakeholders.
• Review incidents to determine policy coverage and ensure timely processing of medical expenses.
• Maintain professional relationships with customers, providers and colleagues, under time pressure.

Skills

Communication

Empathy

Resilience

Active listening

CRM systems

Tools

CRM systems

Job description

Primary Details

Time Type: Full time
Worker Type: Employee

• Parramatta or Newcastle, NSW
• Permanent role
• Full-time hours (your specific work hours will be set by your team leader, and you'll need to be available to support our customers between the hours of 8:30am and 5:00pm, Monday through Friday).
• Hybrid working arrangements (expected to be in the office at least two days per week. One of your in-office days each week will be an 'anchor day' chosen by your leader to foster team collaboration).

The opportunity

We're seeking a passionate and experienced corporate professional ready to take the next step in their career. Join a supportive, purpose driven team where your work truly makes a difference helping people rebuild their lives after a motor vehicle accident. As part of our People Risk Compulsory Third Party (CTP) Insurance Claims team, you'll play a pivotal role in guiding individuals through their recovery journey and getting them back on track.

About QBE

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

We're an international insurer with more than 13,000 people working across 26 countries - which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact - at work and in the world? As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind.

Your new role

This is a complex and demanding position that requires resilience, exceptional organisational skills, and the ability to make informed decisions under pressure, all while delivering compassionate support to individuals during some of the most challenging times of their lives. In this challenging and demanding role, you will be responsible for:

• Managing a high volume of inbound and outbound calls, providing critical support to customers in a fast-paced environment. You will independently oversee a substantial portfolio of end-to-end personal injury claims, supporting injured customers, liaising with a wide range of stakeholders, and ensuring the prompt approval of essential treatments and services.
• Conducting thorough reviews of each incident to determine policy coverage, ensuring that all reasonable and necessary medical expenses related to claimants' injuries are processed and paid without delay. This requires meticulous attention to detail and the ability to navigate complex regulatory frameworks and company protocols.
• Maintaining strong, professional relationships and clear, consistent communication with customers, medical providers, and colleagues, all while operating under significant time pressures. Direct liaison with healthcare providers will be essential to coordinate care, confirm coverage, and guarantee that claimants receive the services they need in a timely manner.
• Assessing and facilitating compensation for outstanding and anticipated medical or care expenses, as well as managing claims related to loss of income or other impacts on the claimant. You will need to keep precise and comprehensive records, consistently meet strict deadlines, and ensure full compliance with all company policies, industry regulations, and legal requirements.

About You

• Ideally have experience in insurance claims, including Workers Compensation or CTP, legal, or allied health roles, thriving in environments with high call volumes and rapid pace.
• Demonstrated ability to manage inbound and outbound calls efficiently, maintaining composure and delivering critical support in fast-paced situations.
• Compassionate and Resilient: Unwavering commitment to helping others, approaching challenging circumstances with a positive, solutions-focused attitude.
• Exceptional Communication with articulate and professional verbal and written exchanges, ensuring information is clear and concise for all stakeholders.
• Dedicated to providing outstanding service, placing customers’ needs at the centre of every interaction and consistently striving for effective outcomes.
• Confident in making sound decisions, staying calm under pressure, and taking ownership of results from start to finish.
• Skilled in active listening, guiding customers with empathy and patience through each step of the claims process.
• Quick to master new computer systems and technologies, ensuring seamless support and adaptability in dynamic environments.

Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• 'Hybrid Working' – a mix of working from home and in the office to enhance your work/life balance
• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 18 weeks' gender-equal flexible leave for all new parents, including paid super

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at [e-mail] .

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.