CaseManager

## Company: Mercer ## ## Description: We are seeking a talented individual to join our **Plan Administration** team at **Mercer.** This role will be based in **Adelaide OR Melbourne.** This is a hybrid role that has a requirement of working at least three days a week in the office. As a **Case Manager** you will be responsible for direct liaison with relevant stakeholders such as customers, executors, beneficiaries, solicitors, advisers, insurers, and the Trustee in relation to the management of claims for deceased estates, total and permanent disablement, permanent incapacity and terminal illness. Given the complex nature of these claims, the role requires a high degree of attention to detail, personal resilience and exceptional communication skills. The Case Manager needs to be highly organised and have the ability to deal with multiple stakeholders, internal and external, whilst remaining the one point of contact with the customer. _**We will count on you to:**_ * Liaise with claimants (or their authorized representatives) directly, tailoring methods of communication providing support and accommodating specific needs * End to end claims case management to collate and review all correspondence in detail, preparing documents and case files in a timely manner * Prepare claim files in line with regulatory standards and legislation for Trustee review * Deliver Trustee outcomes and be main point of contact for members and claimants * Manage and resolve escalated complaints * Identify, prevent and work to mitigate risks * Service claims and customers with integrity and cultural awareness for best outcomes _**What you need to have:** _ * Previous claims, case management or customer advocacy experience. * Previous experience in counseling, community services/care worker or vulnerable customer services * External and internal stakeholder management experience * Ability to maintain resilience and wellbeing under high pressure * Strong communication and interpersonal skills