Job Title

MetLife is a leading global life insurer and the insurance partner for Hostplus, one of Australias largest and fastest-growing superannuation funds with over $100bn in assets and more than 1.8 million members. MetLife has created a market-first service experience for Hostplus that delivers exceptional support and guidance for members for any insurance needs they may have, with a focus on first-point resolution and ensuring that the members needs are comprehensively addressed from beginning to end. To ensure uninterrupted and quality service, a robust roster system has been implemented, facilitating consistent and efficient member support.Summary of Responsibilities: To proactively manage and assess a portfolio of TPD claims and Income Protection (IP) claims against the relevant policy/plan design and definitions, MetLife''s claim philosophy whilst ensuring service level agreements are met.Proactively manage a portfolio of high complexity disability claims in line with the MetLife claims PhilosophyProvide proactive customer support by keeping people making a claim updated on the progress of the claim assessment. Manage all stakeholders expectations to support a seamless customer experienceBuild rapport with people on claim over the phone, establishing disability level (and for IP: return to work motivation and return to work plan) and achieve appropriate NPS customer engagement scoreAssess claims against policy contracts and explain complex decision in writing over the phone with logical and clear rationale and description of why evidence has been weighted over other evidenceInstruct third parties to provide claim assessment support as appropriate to the claim situation and use claim providers in line with an appropriate cost benefit analysisManage incoming work items in line with service level agreements, department objectives and practicesManage claims within appropriate risk and governance frameworks such as the Life Insurance Code of Practice and act appropriately as MetLife''s First Line of Defense for risk issuesAbility to recognize, categorize and prioritize work requiring minimal interventionEnsure all written communication is timely, accurate and professionalRequest appropriate evidence of income to calculate usual earnings for employed and self-employed people. Calculate benefit payable against the policy calculation method.Create and release claim payments in line with delegated authority & calculate any CPI increasesContribute to the team through special projects when requiredAbility to adopt and embrace change and best of class: philosophy and championing change within the Claims and wider Operations teamWork in a positive, optimistic and balanced way and support the team to complete the daily team workload.Support a positive culture in line with MetLife''s cultural values.Promotion of MetLife''s insurance operations internally and externallySkills, Competencies & Experience Required:Minimum of 12 months of relevant experience in claims assessment, within the Life Insurance IndustryAbility to efficiently manage a portfolio of claims holistically to achieve sustainable, timely outcomes and within SLAs and financial services law claims handling provisions and Life Code of PracticeExcellent proven ability in using the telephone professionally to speak to customers on a regular basis, using a range of motivational questioning and express empathy and build rapportPreparing all customer communication, including complex information and adverse decision adviceAbility to review insurance policy information and apply these appropriately to manage claims in line with terms and conditions of the sameAbility to review and complete complex financial calculationsAbility to deliver outstanding service levels on a daily basisAbility to work supportively within a team and assist team members with work as needed. To be a committed team player who openly communicates and shares knowledgeA high level of attention to detailExcellent time management and ability to prioritise work at all times delivering quick outcomes with high accuracyProven ability to work under pressure in an evolving environmentUnderstand and weigh up motivation to return to work and biopsychosocial factors that affect disabilityAn understanding of life insurance policy conditions and contractsExcellent computing skills and literacy and excellent file note keeping and data capture experienceClear and concise communication skillsQualification Required:ANZIIF (or equivalent) or Tertiary qualifications highly desirable.Strong understanding and working knowledge of applicable regulatory, legislative and Compliance framework applicable such as the Life Insurance Code of Practice.Personal Attributes:Positive, optimistic, warm, compassionate, confident, patient, calm, fair, honest, respectful of others, has integrity, open, resilient, strong talker and listener, hardworking, team player, leads by example, encourager, self-motivated, supports change in a positive way, owns their culture. Takes ownership and where needed, leadershipWhat''s in it for you?Great central location in brand new offices Flexible work arrangements Fantastic employee benefits including - health & wellbeing allowance, access to corporate discounts through Perks at Work, additional purchased annual leave, super matching. Access to ongoing professional development, including study support and career progression within a leading global organisation.Benefits We OfferWhen you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health.We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.About MetLifeRecognised onFortune magazine''s list of the 2025 "World''s Most Admired Companies", Fortune Worlds 25 Best Workplaces for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, MetLife , through its subsidiaries and affiliates, is one of the worlds leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.About MetLifeRecognised onFortune magazine''s list of the 2025 "World''s Most Admired Companies", Fortune Worlds 25 Best Workplaces for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, MetLife , through its subsidiaries and affiliates, is one of the worlds leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by p urpose and guided by empathy, were inspired to transform the next century in financial services. At MetLife, its #J-18808-Ljbffr