• Taking ownership of a portfolio of claims, managing the related workflow professionally in line with service level agreements and regulatory requirements
• Working as part of a self-managed team, supporting the team as needed to complete the daily team workload.
• Effectively and efficiently provide a seamless customer experience
• Providing empathetic customer service to customers and stakeholders.
• Calculating and processing accurate claim related payments in a timely manner.
• Ensuring legal and regulatory compliance whilst adhering to claims processes.
• Completing holistic reviews and end-to-end management of a customer’s case.
• Building rapport and communicating appropriately with customers.
• Understanding and applying the relevant policy terms and conditions to determine claim coverage or liability.
• Analysing medical, financial, and other relevant information, engaging the appropriate investigative tools to ensure claims are appropriately managed.
• Identifying opportunities within the claims portfolio, engaging with appropriate parties such as rehabilitation, actuaries etc. and where required negotiating to ensure sustainable outcomes are achieved.
• Showing up positively for both your customers, stakeholders and peers.

• An appropriate Allied Health qualification and/or background in Workcover and/or Legal preferred, but not essential
• Management of complex case management
• Detailed knowledge of rehabilitation process and a minimum of 2 years’ experience in applying targeted rehabilitation and return to work strategies
• Negotiation skills
• Understanding of the Risk Insurance market and associated products will be advantageous
• Detailed planning, time management and prioritisation skills
• Ability to regularly engage with various internal stakeholders and departments

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.