Company: Mercer Description: We are seeking a talented individual to join our Plan Administration team at Mercer. This role will be based in Adelaide OR Melbourne. This is a hybrid role that has a requirement of working at least three days a week in the office. As a Case Manager you will be responsible for direct liaison with relevant stakeholders such as customers, executors, beneficiaries, solicitors, advisers, insurers, and the Trustee in relation to the management of claims for deceased estates, total and permanent disablement, permanent incapacity and terminal illness. Given the complex nature of these claims, the role requires a high degree of attention to detail, personal resilience and exceptional communication skills. The Case Manager needs to be highly organised and have the ability to deal with multiple stakeholders, internal and external, whilst remaining the one point of contact with the customer. We will count on you to: Liaise with claimants (or their authorized representatives) directly, tailoring methods of communication providing support and accommodating specific needs End to end claims case management to collate and review all correspondence in detail, preparing documents and case files in a timely manner Prepare claim files in line with regulatory standards and legislation for Trustee review Deliver Trustee outcomes and be main point of contact for members and claimants Manage and resolve escalated complaints Identify, prevent and work to mitigate risks Service claims and customers with integrity and cultural awareness for best outcomes What you need to have: Previous claims, case management or customer advocacy experience. Previous experience in counseling, community services/care worker or vulnerable customer services External and internal stakeholder management experience Ability to maintain resilience and wellbeing under high pressure Strong communication and interpersonal skills Strong understanding in Financial Risk Management What makes you stand out: Experience in interpreting government legislation and policies (Superannuation Industry (Supervision) act, ATO desirable) RG146 Compliant Why join our team: We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Please apply using the link below, applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment. Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X. Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment. Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.