Job Description

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Claims Resolve Consultant

Advertiser: MLC Life Insurance2.7 out of 52.7 overall rating (30 employee reviews) More jobs from this company

Job Information

Job Listing Date
18 Mar 2020
Location
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Classification
Insurance & Superannuation, Claims

Claims Resolve Consultant


MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

The Role
A pivotal part of the organisation is ensuring that any complaints are handled independently, reasonably, efficiently and fairly – and this is where you come in! Looking to recruit a Complaints Resolution Consultant for our Melbourne or North Sydney office. You would be responsible for the end to end investigating and resolving complaints about MLC Life Insurance claims, managing complaints through the external dispute resolution process, as well as contribute to insights that support continuous improvement of our products and services.

Your responsibilities include but are not limited to:
  • Managing complaints and disputes through all stages of investigation (both internal and external dispute resolution) to closure
  • Highly proficient written skills with the ability to draft professional correspondence to several different stakeholders
  • Actively contribute to provision of regular, reliable, high value reporting and insights about life insurance claims complaints and dispute resolution
  • Conduct all interactions with customers, complainants, their representatives and advisers, medical and other service providers in accordance with MLC Life Insurance’s requirements and standards
  • Conduct all interactions with the external dispute resolution scheme AFCA (Australian Financial Complaints Authority)
  • Work proactively, co-operatively and effectively with all parts of the MLC Life Insurance business
  • Support and contribute as required to MLC Life Insurance’s relationships with external trustees; and
  • Identify and work as required with management to realise opportunities to improve MLC Life Insurance products, service and operations.

About You
The successful candidate will have experience in life insurance claims management, and or a complaints resolution role. You will have excellent verbal and written communication skills and a proven ability to manage a case load effectively. With a strong customer focus and drive to deliver outcomes for customers, you will have fantastic relationship building experience and have strong analytical skills. As someone who enjoys identifying and contributing to continuous improvement opportunities, you will have the drive and tenacity to resolve complaints in a timely manner.

Our Purpose
MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide over 1.5 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers and each other that defines who we are. 

Our Strategy
Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all at MLC Life Insurance to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution. 

With more than 1,600 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

Why Choose Us?
  • At MLC Life Insurance, you will have the opportunity to:
  • work with a WGEA cited Employer of Choice for Gender Equality
  • enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
  • embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
  • access CircleIn Parental Support - an online support resource for our working parents
  • access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
  • wellness and lifestyle offerings including access to Uprise – our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.


Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position 

 


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To apply visit careers.mlcinsurance.com.au


MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

The Role
A pivotal part of the organisation is ensuring that any complaints are handled independently, reasonably, efficiently and fairly – and this is where you come in! Looking to recruit a Complaints Resolution Consultant for our Melbourne or North Sydney office. You would be responsible for the end to end investigating and resolving complaints about MLC Life Insurance claims, managing complaints through the external dispute resolution process, as well as contribute to insights that support continuous improvement of our products and services.

Your responsibilities include but are not limited to:
  • Managing complaints and disputes through all stages of investigation (both internal and external dispute resolution) to closure
  • Highly proficient written skills with the ability to draft professional correspondence to several different stakeholders
  • Actively contribute to provision of regular, reliable, high value reporting and insights about life insurance claims complaints and dispute resolution
  • Conduct all interactions with customers, complainants, their representatives and advisers, medical and other service providers in accordance with MLC Life Insurance’s requirements and standards
  • Conduct all interactions with the external dispute resolution scheme AFCA (Australian Financial Complaints Authority)
  • Work proactively, co-operatively and effectively with all parts of the MLC Life Insurance business
  • Support and contribute as required to MLC Life Insurance’s relationships with external trustees; and
  • Identify and work as required with management to realise opportunities to improve MLC Life Insurance products, service and operations.

About You
The successful candidate will have experience in life insurance claims management, and or a complaints resolution role. You will have excellent verbal and written communication skills and a proven ability to manage a case load effectively. With a strong customer focus and drive to deliver outcomes for customers, you will have fantastic relationship building experience and have strong analytical skills. As someone who enjoys identifying and contributing to continuous improvement opportunities, you will have the drive and tenacity to resolve complaints in a timely manner.

Our Purpose
MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide over 1.5 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers and each other that defines who we are. 

Our Strategy
Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all at MLC Life Insurance to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution. 

With more than 1,600 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

Why Choose Us?
  • At MLC Life Insurance, you will have the opportunity to:
  • work with a WGEA cited Employer of Choice for Gender Equality
  • enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
  • embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
  • access CircleIn Parental Support - an online support resource for our working parents
  • access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
  • wellness and lifestyle offerings including access to Uprise – our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.


Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position 

 


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