Job Description

Start your career with a global business that helps millions of Australians secure their financial future.

At MUFG Pension & Market Services, you’ll join a supportive and purpose‑driven team within Australia’s leading superannuation administrator. This is an ideal entry point into life insurance and claims, offering structured training, hands‑on exposure and a clear pathway into a Claims Case Manager career.
Based in Docklands, VIC, this role suits someone passionate about customer service, empathetic communication, and building a long‑term career in financial services.

About the role

As a Claims Support Officer, you’ll be the first point of contact for members, employers and financial advisers, supporting them through the early stages of the claims journey. You’ll deliver accurate, timely and compassionate service while building foundational claims knowledge in a high‑volume, structured environment.
This role is designed as a developmental pathway into claims management, with ongoing upskilling and exposure to complex scenarios.

What you’ll be doing

• Act as the initial contact for claims enquiries via phone, email and post
• Guide members and claimants through the claims process with empathy and professionalism
• Collect, assess and accurately record claims information and documentation
• Resolve enquiries efficiently, taking ownership to achieve first‑contact resolution
• Liaise with internal claims and support teams to progress matters smoothly
• Identify, manage and escalate grievances or discrepancies where required
• Build subject‑matter knowledge across funds, insurance products, processes and legislation
• Meet individual and team KPIs while maintaining high service and compliance standards

What you’ll bring

• A genuine interest in life insurance, claims or superannuation
• Strong customer service experience with a member‑first mindset
• High levels of empathy and resilience when handling sensitive or emotional conversations
• Clear, confident written and verbal communication skills
• Ability to understand complex information and explain it simply
• Proven reliability, punctuality and accountability in a structured environment
• Confidence working under pressure while meeting targets
• Openness to feedback and a strong desire to learn and progress
• Experience working collaboratively in a professional team environment

Some of our employment benefits

• Flexible working – hybrid model (office and home)
• Leave options – purchased leave, parental leave, volunteer leave, wellbeing leave, gender transition leave
• Employee Recognition Program
• Talent Referral Program
• Salary sacrificing via superannuation
• Employee Assistance Program
• Learning & Development – self‑paced learning and educational assistance
• Employee discounts – including Bupa and Microsoft
• Novated car leasing

Our culture

At MUFG Pension & Market Services, we’re an inclusive, collaborative employer. We value diverse perspectives, flexible work practices and a blended environment where our people can thrive. We believe diversity drives better outcomes for our people and our clients.
We treat all individuals fairly and equitably and do not discriminate on the basis of gender, gender identity, sexual orientation, age, ethnicity, cultural background, disability, religious or political belief, family or carer responsibilities.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.