Case Manager

Job title : Case Manager
Location : Melbourne CBD
Job type : Permanent
Salary : AU$55000.00 - AU$65000.00 per annum
Reference : 17746

We are seeking motivated professionals to join as Case Manager - Relationships to provide a dedicated service to insurers and the client Trustee. This includes Death, Terminal Illness, Income Protection, Permanent Incapacity and Total and Permanent Disablement. The Case Manager - Relationships provides these services with the utmost professionalism, keeping the member's circumstances front of mind at all times.
With a focus on quality outcomes by balancing member needs with operational limits, the Case Manager - Relationships is the primary contact for members / claimants who make a claim and treats each claim as unique. The Case Manager - Relationships ensures members / claimants receive accurate and timely information delivered with respect and sensitivity.


  • 4 to 12 weeks of training provided
  • Learn on the Job
  • Career progression opportunities
  • Generous Salary Packages
  • Flexible working Arangemnets

Key Accountabilities and Main Responsibilities

  • The ability to manage multiple tasks and competing priorities.
  • Taking ownership of the claim and ensuring regular and proactive follow-up and phone contact to drive outcomes.
  • Create a positive experience by quickly establishing rapport with members.
  • Listen carefully to members and respond promptly providing correct information to their concerns and queries.
  • Effectively manage difficult conversations by actively listening, empathising, identifying the member or claimants real needs and taking personal responsibility for resolving problems/issues.
  • Actively contribute to and support continuous improvement initiatives
  • Demonstrate service excellence by actively seeking information to understand the member's circumstances, problems, expectations, needs and to go beyond the transaction.
  • Take personal ownership and accountability to ensure actions are completed within the agreed timelines and the member experience is always front of mind.
  • Proactively deliver and manage a claims portfolio in accordance with quality case management principles and operating standards.
  • Take personal action to develop capability through appropriate development including challenging on-the-job opportunities.
  • Ensure all work completed adheres to service and quality standards.

To qualify and succeed in this role, you must:

  • Minimum 1 year case management and/or assessment experience in group life claims or equivalent (relating to personal injury) (Prefered)
  • Preferable knowledge of Group insurance knowledge (including Death, TPD, TIB and PI claims processes)
  • Excellent analytical and problem solving skills
  • Should be able to use Microsoft Office suite (Word, Excel, PowerPoint)
  • Ability to self-manage, prioritise work and handle multiple tasks
  • Build effective relationships with team and key contacts
  • Embrace and support change to provide superior customer experience
  • Understand and empathise with members needs

For a confidential discussion about this opportunity, please call Sean Ghadri on 0432 251 228 or send your application to

At Fuse, we specialise in recruitment for the insurance industry and actively source for a broad range of established clients. If you are a broking, underwriting or claims professional looking for your next opportunity, we'd love to hear from you!

If you know someone looking for a job, refer them to us and we'll give you $500* if we find them a new role!