Role Overview
We are seeking a talented individual to join our Plan Administration team at Mercer. This role will be based in Adelaide or Melbourne. It is a hybrid role requiring presence at the office at least three days per week.
As a Case Manager, you will manage claims for deceased estates, total and permanent disablement, permanent incapacity and terminal illness, liaising with stakeholders such as customers, executors, beneficiaries, solicitors, advisers, insurers and the Trustee.
The role demands attention to detail, personal resilience, exceptional communication, high organisation and the ability to serve as the single point of contact with the customer.
Key Responsibilities
* Liaise with customers (or their representatives) regularly and directly, tailoring communication methods and frequency to customer needs and preferences.
* Take ownership of all customer requests and issues and follow them through to completion.
* Record and monitor case details/progress of claims using the Case Management workflow system, liaising with internal and external parties as needed.
* Collate and review all correspondence from claimants, including general queries, emails and specific requests, to build a comprehensive case picture.
* Prepare considered recommendations for the Trustee, ensuring compliance with product rules and regulatory policy requirements.
Qualifications and Experience
* Previous claims experience.
* Experience in counseling, nursing, community services/care work or a similar field (preferred but not essential).
* Experience liaising with legal, product and medical practitioners (preferred but not essential).
* Knowledge of superannuation legislation (desirable).
* Ability to maintain confidentiality and manage cases with extreme sensitivity.
* Strong communication and interpersonal skills.
* RG 146 compliance.
Benefits
* Professional development opportunities, interesting work and supportive leaders.
* A vibrant and inclusive culture with talented colleagues to develop new solutions and create impact for clients and communities.
* Wide range of career opportunities and benefits and rewards to enhance well‐being.
Equal Opportunity and Eligibility
Marsh is committed to creating a diverse, inclusive and flexible work environment and the company is an equal‐opportunity employer. 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, 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 and bankruptcy check prior to commencing employment.
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