Qualifications and Experience
Extensive experience (ideally 5+ years) managing complex Group Life Insurance claims across a range of benefit types, including TPD, IP and Death.
Strong working knowledge of policy definitions, trust deed requirements, superannuation legislation, and rehabilitation and return to work strategies within a Group Insurance context.
Proven ability to interpret and apply policy and legislative frameworks while balancing commercial, regulatory and customer outcomes.
Demonstrated capability to manage claims end to end with sound risk assessment, medical and vocational reasoning and stakeholder engagement.
Experience working in alignment with service level agreements (SLAs), quality metrics, and customer satisfaction (CSAT) expectations.
Strong written and verbal communication skills, including preparing clear and defensible claim decisions and reports.
Comfortable working in an evolving digital environment, with experience using claims platforms and openness to leveraging technology to improve outcomes.
A collaborative mindset with a passion for mentoring peers, sharing insights, and driving continuous improvement.
Tertiary qualifications in a relevant field such as allied health, legal, business, or insurance (desirable but not essential)
To Be Successful You Will Deliver
Timely and technically sound decisions on complex Group Life claims (TPD, IP and Death), aligned with policy definitions, legislation, and our claim's philosophy.
Completion of MetLife Claims Accreditation Program to attain a mid-level DA within 3 months of employment commencement with MetLife.
Strong case ownership, managing claims end to end while balancing risk, empathy and commercial outcomes.
High levels of customer satisfaction and compliance by consistently meeting SLA's, CSAT targets and regulatory obligations.
Clear, well-reasoned written communications and defensible claims decisions that stand up to internal and external review.
Constructive collaboration with internal and external stakeholders, including trustees, reinsurers, medical providers, and legal partners.
Mentorship and support to peers and case managers, contributing to team capacity uplift and knowledge sharing.
Identification and escalation of improvement opportunities, working with your leader to help shape and enhance our approach to our claims in a digitally evolving environment.
Active contribution to a culture that values innovation, continuous improvement a customer-first mindset
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
About MetLife
Recognised on Fortune magazine's list of the \"World's Most Admired Companies\", Fortune World's 25 Best WorkplacesTM, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us!
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