Background information about the job or company (e.g., role context, company overview)

We are looking for a Case Manager to join our QLD Compulsory Third Party Claims team. As a Case Manager you will play an integral part of our QLD CTP Claims business by taking pride in delivering an exceptional customer experience at every touchpoint. You are self-motivated, with a keen attention to detail, capable of maintaining high standards during times of change and resilient when facing challenges.

This role focuses on our ability to intervene with empathy in an injured persons claim experience, to facilitate services they need to get the best possible recovery from their injury following a motor vehicle accident.

The QBE Case Management model involves guiding and providing support to people throughout their recovery, liaising with essential external stakeholders in the claim such as doctors, treatment providers and solicitors to help support the injured person through the claims process while working in a fast-paced and dynamic environment.

We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage. We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We’re proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities. With more than 13,000 people working across 26 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.

We believe this is our moment – what if it was yours too? Your career at QBE — let’s make it happen!

Responsibilities or duties

• Deliver exceptional customer service.
• Continue to learn and grow your knowledge through a variety of situations and challenges.
• Build and maintain strong relationships with customers by guiding and assist them through their recovery.
• Work in a fast-paced and dynamic environment.
• Manage end-to-end claims with the guidance of your leaders.
• Identify the need for clinical information to develop effective case management plans and strategies guided by legislative and compliance timeframes
• Engage your technical and negotiation skills to resolve claims.

Qualifications or requirements (e.g., education, skills)

Experience needed

• Experience in insurance ideally managing claims or personal injury management.
• Be customer-focused, caring, and empathetic over the phone
• Be resilient, decisive, and empowered
• Ability to find solutions and create plans to address challenges
• Ability to prioritize work effectively

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
• Life Leave, supporting the life events we all experience, leaving your annual leave for rest
• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 18 weeks’ gender-equal flexible leave for all new parents, including paid super
• Voluntary super contributions and company matching
• Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
• A range of discounts on insurance products, car hire, hotels, goods and services

• Deliver exceptional customer service.
• Continue to learn and grow your knowledge through a variety of situations and challenges.
• Build and maintain strong relationships with customers by guiding and assist them through their recovery.
• Work in a fast-paced and dynamic environment.
• Manage end-to-end claims with the guidance of your leaders.
• Identify the need for clinical information to develop effective case management plans and strategies guided by legislative and compliance timeframes
• Engage your technical and negotiation skills to resolve claims.

• Customer-focused, caring, and empathetic over the phone
• Resilient, decisive, and empowered
• Ability to find solutions and create plans to address challenges
• Ability to prioritize work effectively
• Technical and negotiation skills

• Experience in insurance ideally managing claims or personal injury management.