Team Leader - Death Benefit Claims

Job Description

Take hold of a monster opportunity and join our Member Insurance & Claims team as a Team Leader, Death Benefit Claims. Why join us? You'll get 14% super as standard, to help your future come alive. Unleash your potential and build a career to be proud of through excellent training and development opportunities. Balance your work between in-person days at our purpose-built hubs and working from home. In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces. About the role We’re all about helping our members make the most of their money. As a Team Leader - Death Benefit Claims, you’ll be responsible for ensuring efficient and effective management of death benefit claims from claim notification to payment, ensuring claims are handled within agreed service standards and meeting claimant expectations. The role will drive continuous improvement and ensure a market leading quality of service is delivered and maintained. To ensure appropriate claim outcomes, the leader and team will facilitate strong relationships with members, internal stakeholders, insurers, and external third parties for the purposes of claim resolution. The team leader evaluates team member performance, provides coaching and feedback, and implements development plans for individuals to support their ongoing growth and development. Day to day, you'll: Provide effective feedback and coaching that supports team members to create and deliver high quality customer experiences, empowers them to investigate, understand and resolve customer enquiries, and supports a culture of continuous learning and development. Monitor and evaluate the delivery of consistent positive customer experiences across segmentation and differentiated services. Manage the day-to-day responsibilities of the team through the development of relevant team objectives, acting as a point of escalation for decision-making and taking ownership of escalated customer enquiries and/or issues. Identify and lead improvements to customer experience, processes, procedures, tools, and activities which improve individual and team performance. Proactively manage claims processes including communication to members, external third parties, and insurers to influence and achieve claim outcomes. This role is a permanent opportunity. About you It goes without saying you'll be a great communicator with top-notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too: Demonstrated experience in leadership and management of a team, including performance management, change management, recruitment, and staff motivation. Demonstrated understanding and application of the principles involved in change management, leadership, motivation, and adult learning principles. A genuine passion for customer service and the ability to inspire and lead others to deliver outstanding customer experiences. Advanced stakeholder management capability, with experience managing multiple stakeholders, including external parties, to influence and negotiate outcomes of a complex nature. Ability to negotiate and liaise at all levels in a sensitive and appropriate manner, representing the members and the clients’ interests with integrity. Demonstrated business and commercial acumen through communication of complex issues, assessment of risk, and improvement recommendations. About us Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. We help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple. Apply online now Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now. Applications close Sunday, 2 February 2025. We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us – and recruitment is no different. #J-18808-Ljbffr