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 and 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

This 12-month opportunity reports to the Manager Member Resolutions, the Member Resolution Officer – Insurance is part of the Member Resolution within the broader Member Sentiment Team.

The role is responsible for investigating and resolving complaints to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through, education and communication of colleagues and stakeholders.

Key duties include but are not limited to:

• Demonstrated ability to think critically and apply an objective approach to claim assessment.

• Conduct independent reviews of insurance claims on behalf of the AustralianSuper Trustee to ensure quality decision making in-line with statutory requirements and risk management.

• Maintain strong working relationships with internal and external stakeholders including insurers to ensure the efficient review and handling of all claims, with an emphasis on declined, disputed, or litigated claims.

• Investigate and identify the root cause of the complaint.

• Monitor your work queue to ensure timely and effective completion of complaints to a high quality.

• Ensure a collaborative partnership with our external partners to ensure best outcomes for members.

• Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.

What You’ll Need  

• 3+ years life insurance claims assessment experience including knowledge and understanding of applicable legislation and regulations, including but not limited to: Superannuation Industry (Supervision) Act 1993, Superannuation Industry (Supervision) Regulations) 1994, Insurance Contracts Act 1984.

• Prior claims complaint handler experience.

• Demonstrated understanding of the role, functions and obligations of the Trustee and fiduciary obligations

• Excellent written and verbal communication skills.

• Good stakeholder management skills, with the ability to engage effectively at all levels.

• Organisational skills with the ability to prioritise and manage the range of tasks required of this position.

• Interpersonal skills which foster cooperation and teamwork in a close team environment.

• An ability to work independently and autonomously to achieve excellent outcomes.

• An excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications

• Should be highly results oriented

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. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

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

Australian or New Zealand citizenship or Australian permanent residency status is required.

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.