Case Manager

Overview

As a Case Manager at AIA NZ based in Auckland, you will play a crucial role in supporting customers throughout their claims processes with clarity, empathy, and confidence. Working within a dynamic Claims team, you will oversee a diverse portfolio of claims, ensuring decisions are both prompt and fair while fostering transparent communication. This position provides the chance to build trusted relationships with customers, medical professionals, financial institutions, and internal stakeholders, ensuring smooth and compliant claims progression.

Key Responsibilities

• Handle and evaluate a set portfolio of claims, making timely, accurate decisions that prioritize fair customer outcomes.
• Create and implement proactive case management and rehabilitation plans that help customers in their recovery and well-being journeys.
• Establish and maintain strong, positive relationships with customers and various stakeholders through clear, supportive communication.
• Authorize payments, maintain detailed and compliant records, and manage the administrative tasks tied to claims processing.
• Identify and manage risks including investigating potential fraud and collaborating with technical experts to uphold claims integrity.
• Participate in continuous improvement activities, team projects, and process enhancements to improve service and operational efficiency.

Candidate Profile

• Demonstrated experience in claims processing, case management, or similar customer-driven roles within insurance, healthcare, or financial services sectors.
• Excellent communication abilities paired with strong relationship-building skills to engage confidently with customers and diverse stakeholders.
• Sound judgement and analytical thinking conducive to equitable, well-informed, and customer-centered decision-making.
• Strong organizational skills and keen attention to detail to manage multiple tasks without compromising quality or compliance.
• Empathy and emotional intelligence to sensitively and professionally support customers during challenging circumstances.
• Desirable knowledge areas include insurance products, medical terminology, rehabilitation processes, and financial principles relevant to claims management.

Life at AIA

AIA supports your career growth through hands-on experience, structured development programs, and mentorship from industry leaders. The company offers flexible working options, competitive rewards, and a culture fostering curiosity and collaboration. AIA aims to help a billion people live Healthier, Longer, Better Lives by 2030, offering a meaningful working environment where your contributions shape both your future and that of the communities served.

Diversity and Inclusion

Diversity, equity, and inclusion are foundational to AIA’s culture. The company encourages applicants from all backgrounds and lived experiences, including people with disabilities, mental health needs, chronic conditions, or who are neurodiverse. Support is offered throughout the recruitment process to ensure accessibility.

Additional Information

The job posting closes on Monday, 17 August at the end of business hours. Recruitment agencies are not required for this role. Interested candidates should apply through the designated application button; emailed applications are not accepted. Applicants must submit all requested personal data accurately to be considered.