Overview
The role is responsible for the first point of Member contact for insurance claim lodgment and assessing the eligibility to access super under the grounds of invalidity or terminal illness. You will be the member's main contact and be required to manage all insurance claims until the end of the claim process. You will proactively follow up receipt of claim documentation with members, provide assistance as required in the completion of their forms/documentation and provide regular updates on the progress on their claim. You will proactively monitor the assessment of the claim and engage with the insurer to provide any assistance while ensuring adherence to service standards.
You will be required to actively engage with internal and external stakeholders such as the Insurer, Trustee and Claims Administration team in relation to member claims, process and procedures or other initiatives where required in a professional manner.
The role requires you to engage with potentially vulnerable members and you must be able to display empathy and compassion.
Key Accountabilities and main responsibilities
Strategic Focus
Deliver high quality customer service on inbound and outbound calls
Advising members by phone or email of additional / outstanding requirements
Proactively follow up receipt of claim documentation with members and, as required, provide quality advice and assistance to members in the completion of their forms.
Action designated inbound member and insurer email correspondence within required SLAs.
Provide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution to ensure an outstanding member experience
Identify opportunities with callers to provide information regarding "Value Add" services without providing financial advice.
Operational Management
Liaising with the insurer to monitor progress of claims
Liaising with internal stakeholders regarding claim progress, investigations or complaints within required SLA's
Attend AIA Australia or Trustee meetings as a representative of MUFG Retirement Solutions as required
Work with Technical specialists and Team Leader to improve personal capability to increase skills via delegated responsibilities/projects and to make recommendations for process improvements or best practice initiatives.
People Leadership
Demonstrate flexibility to alter shifts to meet operational demands
Participate in formal and informal team based training
Demonstrate willingness to increase your Superannuation knowledge including funds and administration functions
Demonstrate a proactive approach to independent learning
Support peers and colleagues in delivering results, working closely with colleagues within the Contact Centre and the broader MUFG Retirement Solutions
Positive representation of MUFG Retirement Solutions by living the MUFG Retirement Solutions Core Values
Governance & Risk
Achievement of all Key Performance Indicators and internal Service Level agreements
Be committed to Equal Employment Opportunity principles, Occupational Health & Safety Act and Anti-Discrimination Act principles.
Adhere to all legislative requirements required for the role
Comply with company Privacy and Financial advice policy and procedures
Ensure adherence to legal and regulatory requirements
Support MUFG Retirement Solutions assurance programs that deliver effective risk management and compliance practices
Experience & Personal Attributes
Computer literate and strong keyboard skills (Excel, Word)
Proven track record of delivering results/KPIs. Advantageous if this has been achieved within a call centre environment and involved targets such as Average handle time, quality, adherence, referrals, cross-selling
Demonstrates professionalism and a strong customer service ethic in everything they do
Excellent telephone and verbal communication skills and a pleasant phone manner
A genuine passion for customer service
Ability to work under pressure and maintain set target levels in peak periods
Openness to feedback and willingness to develop professionally
Excellent problem solving ability
Experience working in a successful team environment
Attention to detail and accuracy
Desirable
ASFA qualification or equivalent very well regarded
Experience in financial services, insurance or superannuation fund industry
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