Grief Support Associate

Are you committed to bringing your best to life every day?

In 2025, MLC Life Insurance is embracing a new brand identity: Acenda.

Under this new brand, we're taking our long-standing heritage into a new era, empowering a brighter future with security and confidence.

Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same.

We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they're proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other.

The role

We currently have an opportunity to join our Claims Services team as a Grief Support Associate in a permanent position. This opportunity is open to work from our Melbourne or North Sydney office in conjunction with our hybrid work from home options.

This role is designed to deliver industry leading decision timeframes for Death and Terminal Illness claims, ensuring an efficient and compassionate experience for members and their families during highly sensitive times.

The Grief Support Associate leverages expertise in claims management and regulatory compliance to provide timely resolutions while maintaining the highest standards of empathy and professionalism.
By balancing operational efficiency with member care needs, the role ensures seamless navigation of the claims process empowering members and their families with clear communication and proactive support.

This role extends beyond claims management, offering a suite of holistic grief services tailored to meet the emotional, psychological, and practical needs of members and their families. By leveraging partnerships with internal wellness teams, external grief services, the Grief Support Consultant fosters a network of care that supports members and their families in their unique journeys.

The Grief Support Associate will also contribute to continuous improvement initiatives, driving process innovation and fostering strong internal and external relationships to ensure industry leading outcomes

Your responsibilities will include:

• Manage a portfolio of Death and Terminal Illness claims, ensuring decisions are delivered within market leading timeframes and within all regulatory compliance requirements
• Build trust with Funds, members and member families through regular, empathetic and transparent communication.
• Manage all stakeholders' expectations to support a seamless partner and member experience
• Provide clear and concise explanations of claim decisions, supported by logical rationale and evidence
• Manage incoming work items in line with service level agreements, department objectives and practices
• Manage claims within appropriate risk and governance frameworks such as the Life Insurance Code of Practice, Authority Matrix, Guiding Principles and Procedure Documents
• Ability to recognize, categorize and prioritize work requiring minimal intervention
• Provide holistic support by identifying and referring members and their families to appropriate services on offer
• Build and maintain strong internal and external relationships to facilitate timely and accurate decision making
• Support seamless member experiences by managing expectations across all stakeholders
• Leverage technology and tools to enhance efficiency and streamline claim processes
• Role model MLC Life Insurance customer focused Here For You Philosophy through professional and empathetic interactions.
• Champion collaboration across teams to improve member outcomes and service delivery
• Support 100% compliance by ensuring self-compliance and guiding others to operate within Authority levels and in keeping with guidelines and the Contemporary Case Management Philosophy as well as in accordance with regulatory, legal, compliance, risk and business requirements.

About you

• Experience in Life Insurance Claims, with expertise in Death and Terminal Illness claims
• Strong interpersonal skills and the ability to navigate complex situations empathetically
• Customer-service orientation
• Exceptional communicator with strong verbal, written, and active listening skills to build rapport and explain complex concepts empathetically.
• Analytical problem-solver who identifies root causes, interprets data effectively, and makes informed, timely decisions.
• Collaborative team player who fosters a positive team environment and builds strong professional relationships.
• Change champion who models adaptability, drives sustainable change, and inspires others to embrace new approaches.
• Member-focused and resilient, consistently delivering high service standards with empathy, innovation, and a drive for continuous improvement.

Bringing our best to life - why join us?

• We do work that makes a genuine difference to our customers, partners and community.
• We have a supportive, inclusive and flexible team culture, including hybrid working.
• We support your growth and development, and careers across our business units and teams that are as unique as our people.
• We reward and celebrate our successes, through our incentive and recognition programs.
• We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave.
• We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.

Primary Location: AU-VIC-Docklands Other Locations: AU-NSW-North Sydney Work Locations: Level 16, 727 Collins St Level Collins St Docklands Job: Customer Organization: MLC Limited Schedule: Fixed Term Employee Status: Group Level Full-time : Job Posting: 18-Jun-2025, 12:50:43 AM

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