Case Officer

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Case Officer 

Locations: Australia| Hybrid

Get To Know Us:

SS&C GIDS provides information processing and computer software services and products.  The Company’s operating segments include financial markets, customer management, professional services, and output solutions.  SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Generous Bereavement & Compassionate leave
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

Reports to: Team Leader, Member Assistance

Opportunity snapshot:

• This role is responsible for the first point of member contact for insurance claim lodgement and assessing the eligibility to access super under the grounds of invalidity or terminal illness.
• You will be accountable for accurate management of your own claim portfolio, ensuring compliance with SLAs, and adherence to business rules, life code, SIS Act and super code regulations.
• You will manage death claims distribution through case management to payment, undertaking the claim staking process.
• You’ll be the members and potential beneficiaries main contact and be required to manage all insurance claims until the end of the claims process. Proactivity follow-up receipt of claim documents with members and beneficiaries, aid as required in the completion of their forms/documents and provide regular updates on the process of their claim.
• The role requires you to engage with potentially vulnerable members and you will show empathy and compassion on every call. You will interact professionally with multiple stakeholders internally and externally.
• You will need to form a strong working relationship with external stakeholders as well as team members and other operational team members.

 Role Responsibilities:

• Deliver high quality customer service on inbound and outbound calls.
• Assist members and beneficiaries in a time of need with empathy and professional manner.
• Lodgement and triaging of claims.
• Take ownership for managing Death, TI, IP, PI and TPD claims and communicate regularly and effectively throughout the life of the claim.
• Proactivity follow-up receipt of claim documents with members and beneficiaries, as required, and aiding in the completion of their forms.
• Action and complete claim work within agreed SLAs and escalate any potential SLA risks.
• Provide information regarding account details without providing financial advice.

• Effectively manage difficult conversions by actively listening, empathising, identifying the member or beneficiaries needs.
• Participate in training and upskilling to build knowledge and skills within yourself and your team.
• Be an active team player, contribute positively and collaboratively to the success of shared team goals.
• Follow instructions from team leaders.
• Deliver the funds service expectations that achieve an end-to-end life cycle for every claim.
• Make recommendations to the Trustee on all product claims.
• Manage family law enquires, process family law splits and financial hardship applications.
• Report and manage dissatisfaction feedback and service complaints
• Attend to all forms, correspondence, filing, and record maintenance associated with claims management, family law splits and financial hardship.
• Attend to customer enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
• Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.

Skills and Competencies:

• Previous experience as a claim’s administrator
• Excellent communication skills both written and verbal.
• Process oriented and have great attention to detail.
• Proven ability to work on tasks independently, whilst still contributing to the team goals.
• Confidence engaging with members, and external stakeholders maintaining a pleasant phone manner and great attitude.
• Proven ability to work to service standard deadlines.
• Ability to perform fundamental computer tasks, exceling in word, outlook and excel.

What You Will Bring:

Qualifications in:

• RG 146 complaint or commitment to undertaking study (Desirable)
• Superannuation or industry experience in a similar role
• Demonstrated customer service skills

Key Behaviours:

• Instils Trust – contribute to building a safe learning environment in the business where the team can be listened to and understood.
• Collaborate – Must be able to work in a co-operative manner with both internal and external teams and take all views and interests into account when formulating outcomes.
• Ensure Accountability – Must take full ownership of their assigned responsibilities and the outcomes that are generated and pursued
• Customer Focus – Must understand customer and partner needs from both a functional and operational perspective.
• Communicate Effectively – Must be able to communicate effectively and efficiently, both in written and verbal forms, across all levels of an organisation and all sizes of groups. Must also be able to listen to others and evidence that they have understood the needs communicated appropriately

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website: www.ssctech.com/careers.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.