Claims Recovery Specialist

The Recovery Specialist plays a key role in supporting best‑practice rehabilitation and recovery approaches across MetLife Australia’s Claims Operations. Guided by our purpose — always with you, building a more confident future — and our New Frontier strategy, this role focuses on improving health, recovery and return‑to‑work outcomes while optimising customer experience and commercial performance.

Working closely with Case Managers, Team Managers and Claims Governance, you will provide clinical expertise, promote early intervention and embed MetLife’s 360Health proposition with funds, employers and strategic partners.

Key Responsibilities

• Provide clinical and recovery expertise to support claims duration management and improved customer recovery outcomes across complex and high‑value claims.
• Champion best‑practice, evidence‑based recovery strategies, coaching and mentoring case managers to drive proactive and positive claims outcomes.
• Manage a targeted portfolio requiring intensive recovery support, including the effective use, cost control and outcome management of external rehabilitation providers.
• Embed early notification, intervention and recovery principles, promoting adoption of the 360Health proposition across operations and key stakeholder channels.
• Contribute to continuous improvement, innovation and capability uplift through insights, case studies, learning solutions and industry awareness

Required Qualifications

• Tertiary qualification in Occupational Therapy, Physiotherapy, Nursing, Social Work, Psychology, Rehabilitation or a related allied health discipline.
• Strong experience in disability case management, injury management and recovery planning within an insurance or rehabilitation context.
• Demonstrated ability to influence recovery outcomes through collaboration with claimants, employers, medical providers and internal stakeholders.
• Excellent communication, coaching and stakeholder engagement skills, with strong organisational and prioritisation capability.
• Comfort using AI‑enabled and digital productivity tools (e.g. Microsoft 365 Copilot or similar) to support efficient work outcomes, with sound judgement and adherence to organisational policies, governance and quality standards.

Preferred Qualifications

• Experience in occupational rehabilitation and/or management of mental health claims.
• Case management experience across Income Protection and TPD product lines.
• Strong understanding of life insurance legislation, life risk products and claims governance frameworks.
• Experience presenting to, and partnering with, employers, funds and external stakeholders.