Insurance & Claims Consultant

**Overview**

As an Insurance and Claims Customer Service Officer (ICCSO), you’ll be the first point of contact for members, claimants, and solicitors via phone (inbound/outbound) regarding new and existing insurance claims. Your goal is to deliver an exceptional customer experience through accurate, timely, and empathetic support.
- **Hybrid working conditions
- 50% in the office per fortnight**:

- **Career pathways**:

- **Keen interest in a career in Life Insurance and Claims
**Key Accountabilities and Main Responsibilities**

**Operational Management**
- Deliver excellent customer service on all inbound and outbound calls.
- Resolve queries efficiently, taking ownership for first call resolution.
- Provide accurate updates and guidance throughout the claims process.
- Demonstrate empathy and professionalism in every interaction.
- Maintain strong knowledge of insurance claims procedures and systems.
- Consistently meet or exceed KPIs.
- Adapt to changing business needs, including shift flexibility when required.
- Contribute positively in team meetings and celebrate shared successes.
- Actively develop skills and knowledge through feedback and training.
- Support continuous improvement initiatives within the team.Display motivation and a proactive approach to learning and industry awareness.

**Governance & Risk**

Comply with all legislative, privacy, and policy requirements.

**Experience & Personal Attributes**
- Strong customer service focus with excellent communication skills.
- Ability to interpret complex information and explain it clearly.
- Consistent record of meeting targets and delivering results.
- Reliable, punctual, and able to thrive under pressure.
- Skilled in handling sensitive or challenging conversations with empathy and resilience.
- Open to feedback and committed to professional growth.
- Strong problem-solving ability and attention to detail.
- Proficient in MS Office and confident using digital platforms.Collaborative team player with a desire to grow within the superannuation industry.

**Some of our Employment Benefits**:

- Flexible working
- enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Employee discounts - Access discounted rates and offers from a variety of providers including Bupa and MicrosoftNovated Car Leasing

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

**How to apply**

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.

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension & Market Services is building a dynamic, cl