Are you committed to bringing your best to life every day?
In 2025, MLC Life Insurance is embracing a new brand identity: Acenda.
Under this new brand, we’re taking our long-standing heritage into a new era, empowering a brighter future with security and confidence.
Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same.
We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they’re proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other.
The role
We currently have an opportunity to join our Retail Claims team as Case Consultant in a permanent position. This opportunity is open to work from our Melbourne or Brisbane office in conjunction with our hybrid work from home options.
The purpose of the Case Consultant role is to manage, review and assess claims cases to support customers to achieve an appropriate and quality outcome. The Case Consultant will use their communication expertise to gather and share information with a broad range of stakeholders.
Execute the Claims Philosophy to support customers’ genuine needs, and return to work where possible.
Your responsibilities will include:
- Proactively manage a portfolio of claims to deliver timely outcomes for each customer
- Consistently provide outstanding service to customers, their medical specialists and other authorized representatives.
- Actively engage and collaborate with internal and external stakeholders throughout the management of the claim, including in case conferences, portfolio reviews, QA Feedback and in the provision of support services to the claimant.
- Accurately interpret and apply policy wordings to determine eligibility and liability considering all relevant disclosures.
- Actively engage and collaborate with internal and external stakeholders in the management of claims.
- Accurately determine benefit entitlements (within delegated authority limits) throughout the duration of the claim.
- Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).
About you
- Has deep Life Insurance claims experience including knowledge of legislation and regulations (desirable)
- Has achieved a level of Delegated Authority (within MLC Life Insurance- preferred) that reflects consistently high performance
- Experience working in a highly collaborative environment (essential)
- Knowledge of the claims processes, definitions under policies and techniques in claims investigation (desirable)
- Knowledge of medical terminology (desirable)
- Certificate IV in Life Insurance (desirable)
Bringing our best to life - why join us?
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our Reconciliation Action Plan and sustainability commitments.
We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.
Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.
