About Resolution LifeAt 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 manages ~$30 billion in assets, services over 1 million customers with superannuation, investments, and life insurance policies, and has 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 OpportunityWe 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 realizing their best life.The Case Manager must manage claims in a consistent, proactive, 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 personalized 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 StoryRLA 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:Prioritize daily to ensure all tasks are completed or managed appropriately with stakeholders.Utilize 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, ensuring 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 ExperienceKnowledge and understanding of the market, in particular, life insurance.Broad interest in the financial services industry, market trends, competitive responses, impact of regulation.Detailed planning, time management, and prioritization skills.Strong customer focus.Strong written and verbal communication skills.Strong quantitative skills including gathering, analyzing, and presenting data.Ability to regularly engage with various internal stakeholders and departments.Advanced MS Office skills (Word, PowerPoint, Excel).Critical SkillsAt Resolution Life, we have identified the following critical skills which are key to success in our culture:Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.Critical Thinking: Thoughtful process of analyzing data and problem-solving data to reach a well-reasoned solution.Team Mentality: Partnering effectively to drive our culture and execute on our common goals.Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.What Will We Do For YouOur 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 usBefore 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 ****** PolicyPlease 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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