Overview
As a leading financial services and healthcare technology company, SS&C is headquartered in Windsor, Connecticut, with 27,000+ employees in 35 countries. SS&C serves 20,000 financial services and healthcare organizations, ranging from the world's largest companies to small and mid-market firms, and provides expertise, scale, and technology. SS&C Technologies is the world's largest independent hedge fund and private equity administrator, the largest mutual fund transfer agency, and offers end-to-end services through proprietary software and solutions. SS&C GIDS provides information processing and computer software services and products. The Company's operating segments include financial markets, customer management, professional services, and output solutions, serving the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.
What You Will Get To Do
* The Case Officer is the first point of contact for insurance claim lodgement and assessing eligibility to access super under grounds of invalidity or terminal illness.
* Manage your claim portfolio accurately, ensuring compliance with SLAs, adherence to business rules, life code, SIS Act, and super code regulations.
* Manage death claims distribution through case management to payment, including the claim staking process.
* Be the member's and potential beneficiaries' main contact and manage all insurance claims through to completion.
* Proactively follow up receipt of claim documents with members and beneficiaries and assist with completing forms/documents, providing regular updates on claim progress.
* Engage with potentially vulnerable individuals with empathy and compassion; uphold a high level of professionalism with internal and external stakeholders.
* Build strong, collaborative relationships with external partners, team members, and other operational colleagues.
* Deliver high-quality customer service on inbound and outbound calls and effectively manage difficult conversations by active listening and identifying needs.
* Lodgement and triaging of claims and take ownership of Death, Total and Permanent Disability (TPD), Terminal Insurance (TI), Income Protection (IP), and Personal Incapacity (PI) claims, communicating throughout the lifecycle.
* Follow up on receipt of claim documents, assist with form completion, act within agreed SLAs, and escalate any SLA risks.
* Provide information regarding account details without providing financial advice.
* Participate in training and upskilling to build knowledge and skills within yourself and your team; be an active, collaborative team player.
* Help deliver the fund's service expectations for an end-to-end lifecycle for every claim and make recommendations to the Trustee on all product claims.
* Manage family law enquiries, process family law splits and financial hardship applications, and report/dissatisfaction feedback and service complaints.
* Attend to forms, correspondence, filing, and record maintenance related to claims management, family law splits, and financial hardship; respond to customer enquiries promptly and professionally.
* Ensure integrity and minimize risk by adhering to policies and procedures.
* Operating hours will be 8 am to 5 pm with rotating shifts.
What You Will Bring
* Previous experience as a Claim Administrator; Superannuation or industry experience in a similar role.
* Excellent communication skills, both written and verbal.
* Process-oriented with great attention to detail.
* Proven ability to work independently while contributing to team goals.
* Confidence in engaging with members and external stakeholders, with a pleasant phone manner and positive attitude.
* Proven experience meeting service standard deadlines.
* Advanced skills in Word, Outlook, and Excel.
* RG 146 qualification or commitment to undertake study (mandatory).
Equal Opportunity and Application Information
We encourage applications from people of all backgrounds to bring diverse perspectives to our thinking and conversation. SS&C is an Equal Employment Opportunity employer and does not discriminate on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status, or any other classification protected by applicable discrimination laws.
If applicable, to explore this opportunity, please apply directly through our Careers page on our corporate website at SS&C Technologies, Inc. or its affiliated companies do not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services unless explicitly requested.
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