Claims Case Manager: Impactful, Customer-Focused

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

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