Case Manager, Claims Care

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.

Reporting to Team Leader Claims, Customer Care, this new permanent role as Case Manager will see you play a key role in the insurance and claims space by providing compassion and empathy to members and their representatives navigating terminal illness and/or death claims. This role ensures claims are processed in a timely and empathetic manner, while delivering high-quality service in line with compliance regulations and organisational values.

Key duties include but are not limited to:

• Manage a portfolio of terminal illness and/or death claims from notification through to payment stage, in accordance with Fund and regulatory requirements.
• Be the point of contact for members, ensuring they have all the information and are kept well informed of the claim process and progress, managing their claim with compassion, empathy and professionalism and in a timely manner, addressing queries and offering clear explanations of claim-related procedures.
• Guide members through the process of lodging terminal illness claims with the fund, ensuring all necessary documentation and requirements are met.
• Maintain queues under case management ensuring all outstanding work items are managed within service standards.
• Ensure workflow and detailed notes are maintained at a high standard.
• Recommend the eligibility of terminal illness benefits as per the claims process.

• Relevant experience in a similar claims role (with an administrator, insurer - or similar - or in superannuation insurance).
• Previous superannuation experience (highly regarded).
• Empathy when speaking to members on the phone.
• Excellent written communication skills, with the ability to communicate outcomes in simple language.
• Meticulous attention to detail and pride in performance
• Passionate about assisting member in their time of need.
• Excellent organisational abilities to manage tasks according to priority.
• Ability to work autonomously and pro-actively without supervision and to set own work plan to meet deadlines.
• Advanced use of MS Office products (Word, Excel, Outlook).
• Relevant tertiary qualifications in superannuation, claims management or insurance alternatively studied in a field such as finance, insurance, business administration, health services, or law.
• Experience handling claims under sensitive circumstances, including terminal illness or critical conditions.

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.

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.

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.