You can look forward to

About the role:

Reporting directly to the Claims Assessment Manager, this 2-year fixed-term role will be responsible for ensuring that all claims are promptly assessed in line with the terms and conditions of the relevant insurance contract and coaching and supporting the broader Claims Assessment team.

You can look forward to:

• Managing a portfolio of Group and Retail Life Insurance claims (Income Protection, TPD, Trauma, Terminal Illness and Death) in line with regulatory requirements, policy terms, service standards and company procedures.
• Assessing and reviewing complex claims, including responding to claim review requests from insured members, representatives and Superannuation Fund Trustees.
• Building and maintaining strong relationships with clients and key internal and external stakeholders, including medical, rehabilitation and investigative providers.
• Leading and contributing to claims forums, providing guidance on complex cases and supporting consistent decision-making.
• Coaching, mentoring and developing Claims Assessors to enhance capability and performance across the team.
• Supporting the management of workflow, complex claims, complaints and reporting to ensure service level commitments are achieved.
• Contributing to continuous improvement initiatives, projects and process enhancements that improve customer, team and business outcomes.
• Maintaining current industry knowledge and ensuring business processes and documentation remain accurate and up to date.

You come equipped with

• Strong technical knowledge of Group and Retail Life Insurance claims, with at least 5 years' Life Insurance Claims experience.
• Advanced Excel skills and a strong understanding of relevant legislation and regulatory requirements, including the Insurance Contracts Act, LICOP and RG271.
• Some experience using AI-enabled tools to enhance productivity, quality and customer outcomes within a regulated environment is desirable.
• Excellent analytical, problem-solving and organisational skills, with a keen attention to detail and the ability to effectively manage competing priorities.
• Strong written and verbal communication skills, with the ability to build and maintain effective stakeholder relationships.
• Professional integrity, sound judgement and the ability to handle sensitive information with discretion and confidentiality.
• A customer-focused and empathetic approach, combined with strong coaching and mentoring capabilities.
• The ability to work independently, collaborate effectively within a team and consistently deliver to deadlines.
• ANZIIF and/or ALUCA qualifications will be highly regarded.

• You will stand out if you are:
  • Technology-loving – you embrace HR systems, automation, and data-driven decision making
  • Naturally curious – always asking “how can we do this better?”
  • Process-oriented – with a strong focus on continuous improvement
  • Trusted and grounded – you build credibility through consistency, discretion, and integrity
  • Mature and balanced – able to exercise sound judgement and handle sensitive matters
  • People-centric – approachable, empathetic, and able to build strong relationships across all levels
  • Self-driven – able to prioritise effectively and work with minimal supervision
  • Attention to detail orientated – you see the things others miss and have an eye for numbers and effective use of language

Applicants must have unrestricted permanent rights to work in Australia (Australian citizenship or permanent residency only).