Insurance Specialist

**Careers with Impact**

More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world.

HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members - and we are proud to serve them.

**Bring your authentic and passionate self to this exceptional role #careerswithimpact**

As an Insurance Specialist, you’ll play a critical role in ensuring our members feel supported and protected when it matters most. You’ll drive improvements in how we deliver insurance services, coach and empower our team, and help create simpler, smarter, and more meaningful member experiences.

Reporting to the Insurance Claims Manager and collaborating across the Member Services Performance team, management, and employees across the wider business - you’ll also partner with our Administrator (GROW Inc), Insurers, other external service providers and stakeholders.

**What You’ll Do**
- **Lead improvement initiatives**: Review analytics, reporting, and performance dashboards to identify and deliver opportunities that enhance operational efficiency and member outcomes.
- **Champion collaboration**: Facilitate stakeholder forums to align teams, implement process improvements, and drive a consistent, high-quality member experience.
- **Drive positive change**: Oversee operational changes within the Insurance team —from compliance initiatives to process redesign—ensuring every change enhances member value and meets regulatory standards.
- **Coach and support**: Mentor team members on complex claims and escalations, helping them deliver fair, compliant, and empathetic resolutions for members.
- **Resolve and prevent issues**: Manage insurance incidents end-to-end — ensuring member satisfaction, regulatory compliance, and continuous improvement through root cause analysis.
- **Shape digital transformation**: Contribute to the design of seamless, digital-first insurance processes that improve accessibility and member experience.

**What You’ll Bring**
- Experience in a similar insurance role within superannuation or financial services.
- Strong background in insurance administration and service delivery.
- Proven ability to lead, coach, and inspire high performing teams.
- Excellent communication and stakeholder management skills, with the ability to build trusted relationships across teams and external partners.
- Demonstrated experience improving insurance product administration processes and services.
- Strong knowledge of insurance standards, legislation, and regulations, with sound group insurance product expertise.
- Broader understanding of financial services (superannuation, insurance, pensions) and RG146 compliance.
- Relevant qualifications in business, finance, or law (desirable).

**Benefits that matter and make a difference for our employees**
- **_Leave for those moments that matter_**, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
- **_Your professional development matters_**, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
- **_Your health and wellbeing matters_**, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
- **_Your financial wellbeing matters_**, 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

Please note: Applications via recruitment agencies will not be accepted for this position.