• Build effective working relationships with injured customers, family members, legal providers, and medical professionals to drive successful outcomes.
• Maintain high customer service standards and effective relationships with key stakeholders.
• Focus on strategic collaboration and case management to maximize return to health and work outcomes for customers.
• Make key liability decisions and assess claims for reasonable and necessary treatment.
• Tailor communication skills to suit client interactions, matching voice tone, pace, and style appropriately.
• Assess and manage injury needs, handle correspondence regarding CTP benefits, treatment, rehabilitation, and interpret medical reports.
• Provide timely and effective responses to customer needs and ensure accurate processing of claims.

• Experience in a comparable industry (disability support, case management, social services, critical incident response) is desirable but not essential.
• Experience in a similar case management role within personal injury insurance is desirable but not essential.
• Experience in evaluating claims or assessing damages for common law settlements is desirable but not essential.
• Strong drive and interest in leveraging your customer-focused experience to grow a career in case management.
• Known for your empathetic style and customer-focused approach, allowing you to ‘walk beside our customers.’
• Ability to handle difficult situations professionally while resolving complex issues.
• Solid problem-solving and relationship-building abilities.
• Year 12 certificate or equivalent.
• High attention to detail, excellent time management skills, and adaptability to changes.
• Ability to work collaboratively in a team environment, providing advice and guidance to other team members.
• Effective planning and prioritisation skills, with the ability to organise tasks and manage competing resources and demands.
• Ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision-making.

• Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
• A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
• An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
• Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
• Insurance products - Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
• Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
• The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.