Job Description

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible.

We ensure diversity is celebrated for the opportunity it provides us all to learn, grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role

As a Claims Service Officer, you will support members, claimants and their representatives as they navigate terminal illness and death claims. You will provide clear and compassionate assistance, helping people understand the claims process and lodge the required information and documentation.

You will handle inbound and, where required, outbound calls, prepare initial claim documentation and accurately lodge claims across relevant systems. Working closely with the case management team and external service providers, you will help deliver a seamless and respectful experience during sensitive circumstances.

Key duties include but are not limited to;

• Handle inbound calls relating to terminal illness and death claims with care and professionalism.
• Guide claimants and their representatives through the claims process, including documentation and lodgement requirements.
• Prepare and issue accurate initial claim packs and supporting materials.
• Lodge claims accurately across relevant claims systems and workflows.
• Maintain detailed call notes and comply with privacy and record-keeping requirements.
• Work closely with case managers, administrators, insurers and other stakeholders to support continuity of service.
• Provide factual updates and clear explanations while managing sensitive conversations appropriately.
• Identify opportunities to improve efficiency and the overall claimant experience.

What You’ll Need

• Demonstrated customer service experience and an understanding of superannuation, insurance and relevant legislative frameworks.
• Strong communication skills, with the ability to explain complex or technical information in clear, straightforward language.
• The ability to approach sensitive conversations with compassion, sound judgement and professionalism.
• Strong organisation and multitasking skills, supported by close attention to detail.
• Problem-solving and decision-making skills suited to complex claims enquiries.
• Proficiency in Microsoft Word, Excel and Outlook, as well as experience using claims management systems or other technology platforms.
• A collaborative and proactive approach, with the ability to follow through on commitments.
• Previous exposure to emotionally sensitive matters, such as bereavement or health-related enquiries.
• Training or certification in superannuation, claims management or insurance, together with experience in one or more of these areas, will be highly regarded.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms.

What’s Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.

https://www.australiansuper.com/careers/candidate-privacy-notice

Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.

AustralianSuper is an equal opportunity employer. We support diversity and inclusion and encourage applications from all backgrounds. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.