Customer Care Representative

Summary about this job

Detail information about job Customer Care Representative. Terms and conditions vacancy

• Work within our award winning claims team
• Role provides you with excellent opportunity to learn and develop your career
• Best in house training & excellent Rem benifits

BUSINESS & THE ROLE
 

Claims are an integral part of the MLC Life Insurance Business. We support our customers through their time of need, fulfilling MLC?s promise to its customers. Our values and beliefs underpin our actions. We believe every customer has a genuine need, and our people make all the difference for customers. 

 

Your role is key in gathering critical customer information during the initial contact with customers, and to educate customers on the claim process in a compassionate and respectful way upon claim lodgement.

YOU                                                                                                                                                  
 

You have minimum 2 years? experience in a customer oriented role previously either in the Insurance Industry OR have an allied health background that has keen interest to move into claims.

 

You display resilience empathy and have genuine interest in providing the best outcome for the customer every time conforming to MLC Life?s standard policies and procedures.

 
RESPONSIBILITIES

• Customer Experience -Demonstrating the contemporary case management and achieve year on year improvement in consistently positive customer service feedback by role modelling, promoting, encouraging, and where required, up-skilling team members to provide an exceptional customer experience, demonstrating empathy and respect to customers in every interaction
• Meet team SLAs by ensuring:
• Rapport is built with customers while essential information, including medical, financial and BPS influencing factors  is gathered and recorded in ClaimVantage within required timeframes;
• All contact with customers and others  is followed up so that the initial data-gathering phase is completed accurately, completely and within timeframes
• Technical Expertise ? Building team and customers confidence by demonstrating and providing accurate information about MLC Life?s Claims processes.
• Decision Making ? Making sound decisions in a timely manner and making sure decisions are based on reliable assumption of data and ensure sound judgement has been exercised.
• Stakeholder Relationship - Enhance the reputation of the team by establishing trusting relationships with peers, customers and others (internal and external) within Claims and related business units (e.g. Product, Underwriting, Actuarial).  This includes providing and sharing data, information and insights.
• Relationship Building - Establish enduring and respectful relationships with each customer by building rapport and trust and confidently engaging with customers and honestly deal with each interaction in a timely and efficient manner.
• Team Management? Maintain a high performance culture by assisting team members to be accountable for their adherence, productivity and output, and to demonstrate a results focus

 Here at MLC Life Insurance, we have a success driven, vibrant culture that actively enables a genuine work-life balance that you need to establish a rewarding career with us! 

 

 
 
You must be an Australian Citizen or permanent resident to be able to apply for this role.