Senior Claims Case Manager – Complex Claims & Coaching

Marsh; City of Melbourne; Hybrid; AUD 110,000 - 160,000; Full time

Job summary

Marsh is seeking a Senior Claims Case Manager to join our Insurance Operations team. The role will be based in Sydney, Melbourne or Adelaide and is hybrid, requiring at least three days in the office each week.

You will handle complex, sensitive and escalated claims, provide personalised case management, and coach colleagues on claims processes and product knowledge. Strong communication, organisation and problem-solving skills are essential.

Qualifications

• Experience handling complex, high-risk, sensitive and escalated claims.
• Excellent written and verbal communication; strong organisation and problem-solving skills.
• Experience with group life insurance or superannuation is a plus.
• Experience coaching others and supporting process improvements in a claims environment.

Responsibilities

• Manage and resolve complex, high-risk, sensitive and escalated claims in a timely manner
• Build and maintain effective relationships with claimants, members, authorised representatives, insurers and trustees
• Provide personalised case management and advocacy to support a positive client experience
• Process and peer review high-risk claims work to support quality and consistency
• Coach and train colleagues on claims processes, systems and product knowledge
• Contribute to process improvements, documentation and knowledge sharing across the team

Skills

Claims management

Stakeholder management

Analytical skills

Coaching/mentoring

Education

VCE/HSC or equivalent

PS 146 compliant

Job description

Marsh is seeking a Senior Claims Case Manager to join our Insurance Operations team. The role will be based in Sydney, Melbourne or Adelaide and is hybrid, requiring at least three days in the office each week.

You will handle complex, sensitive and escalated claims, provide personalised case management, and coach colleagues on claims processes and product knowledge. Strong communication, organisation and problem-solving skills are essential.