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 customers (or their representatives) regularly and directly, tailoring the method and frequency of communications in response to the customers needs and preferences. * Take ownership of all customer requests and issues and follow them through to completion. * Record and monitor case details / progress of claims using the Case Management workflow system, liaising with internal and external parties where appropriate. * Collate and review all correspondence from all claimants, including general queries, emails and specific requests, in order to build a complete picture of the case. * Prepare considered recommendations for the Trustee, ensuring compliance and product-based rules and regulatory policy requirements. _**What you need to have:**_ * Previous claims experience. * Experience in liaising with legal, product and medical practitioners preferred but not essential * Knowledge of superannuation legislation desirable. * Ability to maintain confidentiality and manage each case with extreme sens