About Resolution Life
At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.
For customers, advisers, companies and the industry, we are making an impact worldwide.
Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.
Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.
Why us?
We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.
We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.
The Opportunity
We have an exciting opportunity for an Income Protection Case Manager to join our team in Wellington on a permanent basis. In this role there are great Flexible Working Arrangements available. For the first few weeks we would love to have you onsite to meet the team and get a good understanding of the role. After this initial training period there is the ability to work from home flexibly, with attendance in the office weekly.
Case Managers are responsible for the holistic and end to end management of claims. This includes assessing and interpreting a wide spectrum of information to make claim decisions and to develop case management strategies that proactively assist our customers in realising their best life.
The Case Manager must manage claims in a consistent, pro-active, fair and ethical manner, in line with Resolution Life’s Claims Philosophy, Core Beliefs and Model. The Case Manager engages in effective communication with all stakeholders throughout the claims process relying on active listening and empathy to identify the customer’s need and devise an effective and personalised case management strategy.
The role will also be expected to provide support and help drive solutions and resolutions to compliance incidents, complaints, regulator responses and manage communications and reporting with internal and external parties where relevant, e.g. trustees, reinsurers and distribution partners.
Your Story
RLA has adopted agile ways of working, providing a flexible environment for individuals to make a significant contribution to our success through the application of their skill and experience. To thrive in this environment ideally a candidate has the following attributes:
Prioritise daily to ensure all tasks are completed or managed appropriately with stakeholders
Utilise systems and processes to manage workflow and calls
Use day to day experience to continuously improve processes and systems
Fully record all actions relating to a plan clearly, accurately and concisely so that notes can be readily understood by anyone in the future
Identify and act on improvement opportunities for self, team and Resolution Life Australasia
Actively participate in any project or initiative activities in the team
Adhere to the relevant legislation and business rules, ensures all Resolution Life Australasia policies and compliance requirements are met.
Any risks to the business that are identified are escalated appropriately and mitigation action is instigated.
Ideal Experience
Knowledge and understanding of the market, in particular, life insurance
Broad interest in financial services industry, market trends, competitive responses, impact of regulation
Detailed planning, time management and prioritisation skills
Strong customer focus
Strong written and verbal communication skills
Strong quantitative skills including gathering, analysing and presenting data
Ability to regularly engage with various internal stakeholders and departments
Advanced MS Office skills (Word, PowerPoint, Excel)
Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture:
What Will We Do For You:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.
Resolution Life Australasia supports hybrid working arrangements, combining the flexibility of virtual remote work with the collaborative benefits of in-office time. We have seen and experienced the wellbeing and benefits that come from a harmonious balance of virtual and in office working arrangements that deliver customer outcomes, team culture and personal flexibility.
Every day is an opportunity to grow – and we hope to offer our people a career, not just a job.
The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.
Join us
Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.
As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at talent@resolutionlife.com.au.
Privacy Policy
Please refer to our Privacy Policy to learn about how we use the information you give us, alternatively you can view the same information by navigating to the page https://www.resolutionlife.com.au/privacy.
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