Senior Case Manager

1 month ago

Auckland, New Zealand Fidelity Life Full time

Fidelity Life is a leading insurance provider dedicated to delivering exceptional service and innovative solutions. We pride ourselves on our commitment to integrity, efficiency, and customer satisfaction.

Role Overview:

We are seeking 2 Senior Case Managers to oversee the assessment and active management of high-risk, complex, and contentious Income Protection claims. This role involves applying best practice Active Case Management strategies to ensure timely and accurate claim resolutions. You will work closely with Case Managers, provide mentorship, and coordinate with various stakeholders to achieve sustainable outcomes.

Reports To:  Claims Operations Manager

Location:  Auckland CBD, Fanshawe St

Start Date: January 2025

Job Description

Key Responsibilities:

  • Assess and manage complex Income Protection claims, including Lump Sum and TPD claims.
  • Ensure claims are handled in line with our Claims Promise and Good Conduct principles.
  • Provide proactive updates and maintain clear, empathetic communication with customers and advisers.
  • Manage claim payments, expenses, and risk exposure while adhering to SLAs and guidelines.
  • Collaborate with medical, financial, and legal stakeholders to obtain necessary approvals and comments.
  • Support and mentor Case Managers, contributing to their development and the team’s overall success.
  • Document all communications and decisions thoroughly.
Desired Skills and Experience

What you’ll bring:

  • Qualifications: Higher education; medical, legal, or financial background is advantageous.
  • Experience: Minimum of 3 years in a similar role with a solid understanding of Active Case Management and rehabilitation practices. Life Insurance experience is extremely beneficial.
  • Skills: Proficiency in Microsoft Office, tech-savvy, and adept at influencing and negotiating with stakeholders. Strong relationship-building and conflict resolution skills are essential.
  • Resilience: Thrive in a high-pressure environment, balancing work and personal demands effectively.
  • Customer Focused: Deliver exceptional customer service and tailor solutions to meet individual needs.
  • Planning & Organizing: Efficiently plan and prioritize tasks, managing time and resources effectively.
  • Decision Making: Make prompt, informed decisions and take ownership of actions.

Why Join Us?

At Fidelity Life, you will have the opportunity to make a significant impact while working in a dynamic and supportive environment. We offer competitive salaries, professional growth opportunities, and a commitment to a positive work culture.

Apply Now:

If you have the expertise and passion for managing complex claims and mentoring others, we’d love to hear from you. Please apply now and we will be in touch soon.

Fidelity Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Recruitment agencies: Please be aware that we have established partnerships with a small number of preferred suppliers and will not engage with unsolicited communication from agencies outside of this pool.

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