Job Description
Location(s)
Posting Location: Sydney, New South Wales
Posting Location: Brisbane Adelaide Street, Queensland
City/Cities
Sydney
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
16-Feb-2026
Job ID
15659
Description and Requirements
We are seeking a dedicated and compassionate Care Case Manager to manage low-touch long-term income protection claims. The ideal candidate will be responsible for overseeing customer contacts, payments/case management, ensuring that customers on long term benefits receive the support they need while maintaining compliance with company policies and regulations. We will consider applicants from insurance customer experience, workers' compensation or similar roles as well as Life Insurance or Superannuation administration roles or allied health background.
Key Responsibilities:
Manage and oversee a large portfolio of low-touch long-term income protection claims.
Maintain regular contact with customers with long term illness/terminal illness
Accurate payments and case management ensuring compliance with company policies and the Life Insurance Code of Practice.
Answer calls and manage telephone enquiries.
Collaborate with case managers/senior case manager and claims leaders
Monitor the progress of claims and make necessary adjustments to care plans as needed.
Maintain detailed and accurate records of all interactions and documentation related to claims and strong portfolio hygiene.
Provide exceptional customer service and support to clients throughout the claims process.
Maintain all relevant claims metrics includes regulatory and service levels.
Qualifications and experience:
Experience managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service
Minimum 2-3 years experience managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service
Working knowledge of legislation, policy documents and regulations relevant to experience
Proven ability to manage telephone queries and customer interactions
Strong communication skills, with the ability to explain outcomes clearly and support customers with empathy
Comfortable working with digital systems and open to adapting to new technology and ways of working
A collaborative team player who contributes positively to team culture and supports shared goals
Demonstrated resilience and adaptability with change
Demonstrated time management skills
To be successful you will deliver:
End to end management of low touch long term income protection claims.
Completion of MetLife Claims Accreditation Program to attain DA within 6 to 12 months of employment commencement with MetLife.
Quality decisions supported by sound analysis of medical, vocational, and financial information.
Customer-first outcomes by balancing empathy, compliance, and commercial considerations.
Strong adherence to service level agreements (SLAs), quality standards, and customer satisfaction (CSAT) measures.
Effective written and verbal communication that clearly outlines the decision rationale and next steps.
Positive engagement with internal and external stakeholders, including medical providers, trustees, and reinsurers.
Active contribution to a team environment that values professionalism, accountability, and continuous improvement.
Benefits We Offer
When 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 MetLife
Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world’s 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 purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
Posting Location: Sydney, New South Wales
Posting Location: Brisbane Adelaide Street, Queensland
City/Cities
Sydney
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
16-Feb-2026
Job ID
15659
Description and Requirements
We are seeking a dedicated and compassionate Care Case Manager to manage low-touch long-term income protection claims. The ideal candidate will be responsible for overseeing customer contacts, payments/case management, ensuring that customers on long term benefits receive the support they need while maintaining compliance with company policies and regulations. We will consider applicants from insurance customer experience, workers' compensation or similar roles as well as Life Insurance or Superannuation administration roles or allied health background.
Key Responsibilities:
Manage and oversee a large portfolio of low-touch long-term income protection claims.
Maintain regular contact with customers with long term illness/terminal illness
Accurate payments and case management ensuring compliance with company policies and the Life Insurance Code of Practice.
Answer calls and manage telephone enquiries.
Collaborate with case managers/senior case manager and claims leaders
Monitor the progress of claims and make necessary adjustments to care plans as needed.
Maintain detailed and accurate records of all interactions and documentation related to claims and strong portfolio hygiene.
Provide exceptional customer service and support to clients throughout the claims process.
Maintain all relevant claims metrics includes regulatory and service levels.
Qualifications and experience:
Experience managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service
Minimum 2-3 years experience managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service
Working knowledge of legislation, policy documents and regulations relevant to experience
Proven ability to manage telephone queries and customer interactions
Strong communication skills, with the ability to explain outcomes clearly and support customers with empathy
Comfortable working with digital systems and open to adapting to new technology and ways of working
A collaborative team player who contributes positively to team culture and supports shared goals
Demonstrated resilience and adaptability with change
Demonstrated time management skills
To be successful you will deliver:
End to end management of low touch long term income protection claims.
Completion of MetLife Claims Accreditation Program to attain DA within 6 to 12 months of employment commencement with MetLife.
Quality decisions supported by sound analysis of medical, vocational, and financial information.
Customer-first outcomes by balancing empathy, compliance, and commercial considerations.
Strong adherence to service level agreements (SLAs), quality standards, and customer satisfaction (CSAT) measures.
Effective written and verbal communication that clearly outlines the decision rationale and next steps.
Positive engagement with internal and external stakeholders, including medical providers, trustees, and reinsurers.
Active contribution to a team environment that values professionalism, accountability, and continuous improvement.
Benefits We Offer
When 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 MetLife
Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world’s 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 purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
💡 Quick Summary
Seeking a career-building opportunity? The Claims Care Case Manager position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
