Overview
SS&C is a leading financial services and healthcare technology company with 27,000+ employees in 35 countries. SS&C serves 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, providing expertise, scale, and technology.
What You Will Get To Do
The Case Officer is the first point of contact for members lodging insurance claims and for assessing eligibility to access super on grounds of invalidity or terminal illness. You will manage your claim portfolio, ensure compliance with SLAs, business rules, life code, SIS Act and super code regulations, and oversee death claims distribution through to payment. You will be the main contact for members and potential beneficiaries and will manage all claims until the end of the claims process.
* Deliver high-quality customer service on inbound and outbound calls.
* Effectively manage difficult conversations by actively listening, empathising, and identifying the member or beneficiary's needs.
* Lodgement and triaging of claims.
* Take ownership of Death, Total and Permanent Disability (TPD), Terminal Insurance (TI), Income Protection (IP), and Personal Incapacity (PI) claims, ensuring effective communication throughout the lifecycle of each claim.
* Proactively follow up on receipt of claim documents with members and beneficiaries, and aid in the completion of their forms.
* Action and complete claim work within agreed SLAs and escalate any potential 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 team player, contributing positively and collaboratively to shared team goals.
* Deliver the fund's service expectations that achieve an end-to-end lifecycle for every claim.
* Make recommendations to the Trustee on all product claims.
* Manage family law enquiries, and process family law splits and financial hardship applications.
* Report and manage dissatisfaction feedback and service complaints.
* Attend to all forms, correspondence, filing, and record maintenance associated with claims management, family law splits and financial hardship.
* Attend to customer enquiries as they occur by accurately identifying the nature of the enquiry and responding promptly and professionally.
* Ensure integrity is maintained and risk exposure is minimised by adhering to policies and procedures.
* Operating hours will be 8am to 5pm 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 on tasks independently, whilst contributing to team goals.
* Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and great attitude.
* Proven experience working to service standard deadlines.
* Advanced skills in Word, Outlook and Excel.
* RG 146 compliance or commitment to undertake study (mandatory).
Why You Will Love It Here
* Flexibility: Hybrid Work Model
* Your Future: Income Protection Insurance
* Work/Life Balance: FlexibleTimeOff
* Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
* Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
* Training: Hands-On, Team-Customised, including SS&C University
* Extra Perks: Discounts on fitness clubs, travel and more!
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It\'s important to us that we strive to have a workforce that is diverse in the widest sense.
Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website at www.ssctech.com/careers.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee 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.
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