Claims Case Manager: Empathy-Driven Risk & Recovery

AIA Hong Kong and Macau; Auckland; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Continuous learning program

Job summary

AIA Hong Kong and Macau is seeking a dedicated Case Manager to help customers navigate claims with confidence, care and clarity. You will manage a portfolio from assessment through resolution within our Claims team, balancing speed, accuracy, empathy and sound decision-making.

Based in Auckland, New Zealand, you will build trusted relationships with customers, medical professionals and financial institutions, authorise payments, keep records, and contribute to continuous improvement in risk

Qualifications

• Experience in claims processing, case management or a related customer-focused environment balancing quality, accuracy and empathy.
• Strong communication and stakeholder engagement skills enabling trust with a wide range of people.
• Sound decision-making and problem-solving abilities using available information to assess claims and determine outcomes.
• Excellent organisational skills and attention to detail managing competing priorities with compliance and administration.
• Ability to interpret policy, procedures, financial and medical information in customer situations.
• Experience in insurance, health, rehabilitation or financial services is advantageous.

Responsibilities

• Assess and manage a portfolio of claims delivering timely, accurate decisions.
• Develop and implement case management and rehabilitation plans for recovery goals.
• Build relationships with customers, medical providers, financial institutions and stakeholders to keep claims moving.
• Authorise payments and maintain accurate records and administration.
• Identify risks, investigate indicators of fraud and involve specialists when needed.
• Contribute to team initiatives and process improvements for better customer outcomes.

Skills

Claims processing

Case management

Communication skills

Stakeholder engagement

Decision making

Problem solving

Organisation skills

Job description

AIA Hong Kong and Macau is seeking a dedicated Case Manager to help customers navigate claims with confidence, care and clarity. You will manage a portfolio from assessment through resolution within our Claims team, balancing speed, accuracy, empathy and sound decision-making.

Based in Auckland, New Zealand, you will build trusted relationships with customers, medical professionals and financial institutions, authorise payments, keep records, and contribute to continuous improvement in risk