Case Manager

AIA NZ; Auckland; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Learning & development programs

Job summary

AIA NZ is seeking a dedicated Case Manager to guide customers through the claims process from assessment to resolution. You will build trusted relationships with customers, medical professionals and financial institutions, ensuring timely decisions, accurate records and compliant administration.

In this fast-paced role you will balance speed, empathy and sound decision-making, contribute to improvements in claims management, and develop expertise in risk assessment and customer-focused problem

Qualifications

• Experience in claims processing or related customer-focused environment.
• Strong communication and stakeholder engagement skills.
• Sound decision-making and problem-solving abilities.
• Excellent organisational skills and attention to detail.
• Ability to interpret policy, procedural, financial and medical information.

Responsibilities

• Assess and manage a portfolio of claims, making timely, accurate decisions that deliver fair and customer-focused outcomes.
• Develop and implement individual case management and rehabilitation plans that support customers in recovery and wellbeing goals.
• Build relationships with customers, medical providers, financial institutions and other stakeholders to progress claims.
• Authorise payments, maintain records and manage administration for a seamless claims experience.
• Identify and manage risks, investigate fraud indicators, and engage specialists when needed.
• Contribute to team initiatives, projects and process improvements.

Skills

Claims processing

Case management

Stakeholder engagement

Decision-making

Attention to detail

Job description

Your Role with Us

As a Case Manager, you play a meaningful role in helping customers navigate claims with confidence, care, and clarity. Working within AIA's Claims team, you manage a portfolio of claims from assessment through to resolution, balancing speed, accuracy, empathy, and sound decision-making. You build trusted relationships with customers, medical professionals, financial institutions, and internal stakeholders to achieve positive outcomes and support rehabilitation goals. In this fast-paced environment, you contribute to continuous improvement, strengthen customer experiences, and develop your expertise in claims management, risk assessment, and customer-focused problem solving.

Your Impact

• Assess and manage a portfolio of claims, making timely, accurate decisions that deliver fair and customer-focused outcomes.
• Develop and implement individual case management and rehabilitation plans that support customers in achieving their recovery and wellbeing goals.
• Build strong relationships with customers, medical providers, financial institutions, and other stakeholders to keep claims progressing effectively.
• Authorise payments, maintain accurate records, and manage administration activities to ensure a seamless and compliant claims experience.
• Identify and manage potential risks, investigate indicators of fraud, and engage specialists when needed to protect the integrity of the claims process.
• Contribute to team initiatives, projects, and process improvements that enhance operational excellence and customer outcomes.

Your Capabilities

• You have experience in claims processing, case management, or a related customer-focused environment where you balance quality, accuracy, and empathy.
• You bring strong communication and stakeholder engagement skills, enabling you to build trust and maintain productive relationships with a wide range of people.
• You have sound decision-making and problem-solving abilities, using available information to assess claims and recommend appropriate outcomes.
• You bring excellent organisational skills and attention to detail, helping you manage competing priorities while maintaining high standards of compliance and administration.
• You have the confidence to interpret policy, procedural, financial, and medical information and apply it thoughtfully in customer situations.
• You may also have experience within insurance, health, rehabilitation, or financial services, and an understanding of claims and risk management practices.

Your Life at AIA

At AIA, your experience matters, and so does your impact. In return for your expertise, we offer a career where you can apply your skills to meaningful work that improves lives across Asia-Pacific. You'll enjoy flexible ways of working, competitive rewards, and access to continuous learning programs designed to keep you ahead in a rapidly changing world. Our collaborative culture values your ideas and empowers you to innovate, solve complex challenges, and contribute to our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you're excited about this role but don't meet every requirement, we still encourage you to apply. And if there's anything we can do to support you during the recruitment process, please contact us at [e-mail].

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.