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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