Case Manager - Income Protection

Acenda Life; Melbourne; Híbrido; AUD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Wellbeing resources

Lifestyle leave

Descripción de la vacante

Acenda Life is seeking a Case Manager - Income Protection to support customers through challenging life moments by expertly managing a portfolio of income protection claims. You will balance policy obligations with customer needs while delivering timely, fair outcomes.

You will collaborate with internal and external stakeholders, applying claims expertise and sound judgement to drive positive customer results and ensure regulatory and company processes are followed in a fast-paced environment.

Formación

• Experience in life insurance claims processing or advisory roles.
• Ability to interpret policy terms and regulatory requirements.
• Strong communication with customers, reps and internal teams.
• Demonstrated analytical problem-solving and decision-making accuracy.
• Capacity to manage multiple claims and prioritise effectively.

Responsabilidades

• Manage end-to-end Income Protection claims portfolio with timely decisions.
• Deliver outstanding customer service to customers and stakeholders throughout the claims journey.
• Review medical, financial and related information to assess eligibility and benefits.
• Build relationships with internal/external stakeholders to support claim outcomes.
• Apply policy terms, legislation and processes to make informed decisions.
• Identify risks and ensure compliance with regulatory and internal requirements.
• Contribute to team improvement and customer-focused culture.

Conocimientos

Life Insurance Claims

Customer focus

Analytical skills

Prioritisation

Attention to detail

Stakeholder management

Life Insurance law knowledge

Certificate IV in Life Insurance

Educación

Certificate IV in Life Insurance

Descripción del empleo

The Opportunity

As a Case Manager - Income Protection, you will play a key role in supporting customers through some of the most challenging periods of their lives. Working within our Claims team, you will manage a portfolio of Income Protection claims, delivering timely, fair and customer-focused outcomes while balancing customer needs, policy obligations and business requirements.

You will collaborate with a broad range of internal and external stakeholders, using your claims expertise, sound judgement and communication skills to deliver exceptional customer outcomes.

How Will You Make an Impact?

• Manage an end-to-end portfolio of Income Protection claims, ensuring timely and accurate assessment and decision-making.
• Deliver outstanding service and support to customers, their representatives and other relevant parties throughout the claims journey.
• Gather, review and interpret medical, financial and other relevant information to assess eligibility and benefit entitlements.
• Build strong relationships with internal specialists and external stakeholders to support effective claim management and achieve positive outcomes for customers.
• Apply policy terms, legislative requirements and company processes to make informed claim decisions.
• Identify and manage risks while maintaining compliance with regulatory and internal requirements.
• Contribute to a collaborative team environment focused on continuous improvement and customer excellence.

About You

To be successful in this role, you will demonstrate the following:

• Previous experience in Life Insurance Claims; Income Protection claims experience will be highly regarded.
• Strong customer focus, with the ability to communicate effectively and build meaningful stakeholder relationships.
• Sound analytical and problem-solving skills, with the ability to assess complex information and make balanced decisions.
• The ability to manage competing priorities and work effectively in a fast-paced environment.
• Strong attention to detail and a commitment to delivering high-quality outcomes.
• A collaborative approach and the ability to work effectively with a broad range of stakeholders.
• Knowledge of life insurance claims practices, legislation and policy interpretation will be highly regarded.
• Certificate IV in Life Insurance will be highly regarded.

Join us in building confidence- for our customers, our communities and each other.

• Your work makes a real impact. Everything we do helps our customers and their families live, save and retire with confidence, and your contribution will directly support that purpose.
• You'll help drive meaningful change. As an inclusive, dynamic and adaptable organisation, we offer a unique opportunity for you to grow while shaping the future of our organisation.
• You'll feel supported and included. Our team culture is flexible, collaborative and people-centred, with hybrid working to help you balance life and work.
• By making things simpler. We help our people operate efficiently, adapt easily and spend more time on meaningful work that drives personal and organisational growth.
• We celebrate success. Our incentive and recognition programs ensure great work is acknowledged and rewarded.
• Your wellbeing comes first. We offer tools, resources and benefits that support your whole self, including additional lifestyle leave.

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.