Case Manager

Role Overview

Join Mercer's Plan Administration team as a Case Manager based in Adelaide or Melbourne. This hybrid role requires a minimum of three days per week working onsite at the office.

Key Responsibilities

• Directly engage with stakeholders such as customers, executors, beneficiaries, solicitors, advisers, insurers, and the Trustee to manage claims related to deceased estates, total and permanent disability, permanent incapacity, and terminal illness.
• Maintain regular, personalized communication with customers or their representatives according to their preferences and needs.
• Take full ownership of customer requests and issues, ensuring resolution through to completion.
• Utilize the Case Management workflow system to record and track case details and claim progress, collaborating with internal and external parties as necessary.
• Gather and assess all correspondence from claimants, including queries and documentation, to develop a thorough understanding of each case.
• Produce well-considered recommendations for the Trustee that comply with relevant rules, regulations, and product policies.

Candidate Requirements

• Prior experience handling claims, preferably with exposure to legal, product, and medical professionals.
• Knowledge of superannuation legislation is advantageous.
• Ability to handle sensitive information confidentially and manage cases with a high degree of discretion.
• Excellent communication and interpersonal abilities.
• RG146 compliance.

Why Mercer?

• Opportunities for professional growth, engaging work, and supportive leadership.
• A diverse and inclusive culture that encourages collaboration and innovation for impact.
• Wide range of career advancement options, benefits, and rewards to support employee well-being.

Additional Information

Applicants must have lawful authorization to work in Australia. Successful candidates will undergo Criminal and Bankruptcy checks before employment commencement.

Mercer supports hybrid work structures, requiring employees to be onsite or working with clients at least three days weekly, with specified anchor days for in-office collaboration.

About Mercer

Mercer is a global leader in risk, reinsurance, capital, people, investments, and management consulting, operating in 130 countries with 95,000+ employees and annual revenues exceeding $27 billion. The company is committed to fostering a diverse, inclusive, and flexible workplace that embraces all forms of diversity protected by law.