Claims Case Manager

Marsh; Adelaide; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Marsh is seeking a Case Manager for the Plan Administration team, based in Adelaide, Melbourne, Sydney or Brisbane. This hybrid role requires at least three days in the office weekly. You will liaise with customers, executors, beneficiaries, solicitors and others to manage complex life, death, and TPD claims.

The role emphasises attention to detail, resilience and exceptional communication while coordinating with multiple stakeholders and acting as the main point of contact.

Qualifications

• Previous claims experience preferably in life, death or TPD.
• Experience liaising with legal, product and medical practitioners.
• Knowledge of superannuation legislation desirable.
• Ability to maintain confidentiality and manage each case with extreme sensitivity.
• Strong communication and interpersonal skills.
• RG 146 Compliant.

Responsibilities

• Liaise with customers and representatives regularly, tailoring communications.
• Take ownership of all customer requests and issues to completion.
• Record and monitor case details using the Case Management workflow system.
• Collate and review correspondence to build a complete case picture.
• Prepare recommendations for the Trustee, ensuring compliance and policy adherence.

Skills

Claims experience

Stakeholder management

Communication skills

Confidentiality

Organisational skills

Education

RG 146 Compliant

Tools

Case Management system

Job description

We are seeking a talented individual to join our Plan Administration team at Marsh. This role will be based in Adelaide, Melbourne, Sydney or Brisbane. This is a hybrid role that has a requirement of working at least three days a week in the office.

As a Case Manager you will be responsible for direct liaison with relevant stakeholders such as customers, executors, beneficiaries, solicitors, advisers, insurers, and the Trustee in relation to the management of claims for deceased estates, total and permanent disablement, permanent incapacity and terminal illness.

Given the complex nature of these claims, the role requires a high degree of attention to detail, personal resilience and exceptional communication skills. The Case Manager needs to be highly organised and have the ability to deal with multiple stakeholders, internal and external, whilst remaining the one point of contact with the customer.

We will count on you to:

• Liaise with customers (or their representatives) regularly and directly, tailoring the method and frequency of communications in response to the customers needs and preferences.
• Take ownership of all customer requests and issues and follow them through to completion.
• Record and monitor case details / progress of claims using the Case Management workflow system, liaising with internal and external parties where appropriate.
• Collate and review all correspondence from all claimants, including general queries, emails and specific requests, in order to build a complete picture of the case.
• Prepare considered recommendations for the Trustee, ensuring compliance and product-based rules and regulatory policy requirements.

What you need to have:

• Previous claims experience preferably in life, death or TPD
• Experience in liaising with legal, product and medical practitioners preferred but not essential
• Knowledge of superannuation legislation desirable.
• Ability to maintain confidentiality and manage each case with extreme sensitivity.
• Strong communication and interpersonal skills.
• RG 146 Compliant.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

About Us:

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.