Senior Case Manager - Income Protection

At Fidelity Life, we take pride in our role in New Zealand's Growth Story, safeguarding the way of life for New Zealanders for over 50 years. Our success contributes directly to the growth of New Zealand, through our shareholders, customers, and people, making us a unique player in the market. As a trusted and dedicated contributor to protecting New Zealanders, we invite you to join our team and make a meaningful impact. Job Description Role Overview: The Senior Case Manager is responsible for the timely, accurate assessment and ongoing active management of high risk, complex and contentious Income Protection claims (at times Lump Sum including Total and Permanent Disability (TPD)). The role will involve ongoing complex claims management and support Case Managers and colleagues in the risk exposure to Fidelity Life. The purpose of this role is to manage Income Protection claims through applying the Active Case Management strategy (best practice). Combined with your excellent empathy, communication and listening skills, you will proactively coordinate and implement appropriate vocational rehabilitation strategies with customers and treatment providers to achieve a sustainable return to work outcome, while applying the Fidelity Life Claims Promise and Good Conduct principles : Get it right the first time Act in Good faith Communicate regularly & be easy to understand Fast and efficient The Senior Case Manager will also be required to support colleagues in the claims team with their knowledge, current development and expertise and provide mentoring support. Key Responsibilities Assess, adjudicate, and actively manage high-risk, complex, and contentious Income Protection claims (and at times Lump Sum and TPD), ensuring decisions are accurate, timely, and aligned with policy terms, legislation, and Fidelity Life’s Claims Promise. Proactively manage a portfolio of complex claims using the Active Case Management framework to control claim costs, manage risk exposure, and achieve sustainable customer outcomes. Coordinate and implement appropriate vocational rehabilitation strategies, working closely with internal and external rehabilitation providers to support return-to-work outcomes. Maintain clear, empathetic, and regular communication with customers, advisers, and stakeholders, including delivering claim decisions verbally and in writing and ensuring all interactions are thoroughly documented. Liaise with medical, legal, financial providers, reinsurers, and other external parties, and present claims at Case Review, Claims Committee, and Complaints Committee as required. Monitor service level agreements, deadlines, milestones, and claim payments to ensure compliance with claims guidelines and internal procedures. Provide mentoring, technical guidance, and subject‑matter expertise to Case Managers and support cross‑functional initiatives, projects, and UAT activities as required. Desired Skills and Experience What We’re Looking For: Qualifications Completion of higher & further education, medical and/or legal (desirable) Experience Minimum 3 + years of experience within similar role Insurance and Financial services experience is essential: Life Insurance claims background is advantageous. Must have a solid understanding of rehabilitation best practices Solid experience liaising with third party providers (e.g. doctors, specialists, lawyers, IFSO) Skills Ability to navigate and work comfortably well with Microsoft suites (intermediate to advanced) Ability to influence and negotiate with internal and external stakeholders Strong relationship building skills Very strong written and verbal communication skills Impeccable attention to detail and ability to make decisions within challenging circumstances Ability to work to deadlines, prioritise and manage multiple work requirements Conflict & resolution management Fidelity Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Recruitment agencies: Please be aware that we have established partnerships with a small number of preferred suppliers and will not engage with unsolicited communication from agencies outside of this pool. #J-18808-Ljbffr