Case Manager - Income Protection

Acenda Life; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

Acenda Group is seeking a Case Manager - Income Protection to support customers through challenging times. You will manage an end-to-end portfolio of Income Protection claims in our Claims team, delivering timely, fair and customer-focused outcomes.

You will collaborate with internal and external stakeholders, interpret medical and financial information to assess eligibility and benefit entitlements, apply policy terms, and maintain regulatory compliance while building strong relationships and

Qualifications

• Experience in Life Insurance Claims, with Income Protection experience highly regarded.
• Strong customer focus and ability to build stakeholder relationships.
• Analytical and problem-solving skills for complex information.
• Ability to manage competing priorities in a fast-paced environment.
• Attention to detail and commitment to high-quality outcomes.
• Collaborative approach and ability to work with diverse stakeholders.
• Knowledge of life insurance claims practices and policy interpretation.

Responsibilities

• Manage an end-to-end portfolio of Income Protection claims with timely decisions.
• Deliver outstanding service to customers, their representatives and other parties.
• Gather, review and interpret medical and financial information for eligibility.
• Build relationships with internal specialists and external stakeholders.
• Apply policy terms, legislation and processes to claim decisions.
• Identify and manage risks while maintaining regulatory compliance.
• Contribute to a collaborative team focused on continuous improvement.

Skills

Customer focus

Communication

Analytical thinking

Stakeholder management

Education

Certificate IV in Life Insurance

Job description

At Acenda Group, everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence. We bring together some of Australia and New Zealand's most trusted life insurance brands. With over 176 years of combined heritage and deep expertise across our local markets, our Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand. Backed by the global strength of Nippon Life, we are one of the largest life insurance businesses across Australia and New Zealand. More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life. We're building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future. If you're energised by change and motivated by purpose, this is your moment to make an impact.

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.