Claims Service Officer

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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role

We have multiple permanent opportunities for Claims Service Officers to join the Customer Care team and provide expert assistance to members and their representatives navigating terminal illness and death claims within superannuation.

Key responsibilities will include;

• Handle inbound calls related to death and terminal illness claims.
• Make outbound follow up calls related to queries for death and terminal illness claims.
• Be a first point of contact for claimants and their representatives, ensuring they have all the information and kept informed of the claim process, provide progress updates, managing their calls with empathy, compassion while being professional; addressing queries and offering clear explanations of claim-related requirements.
• Guide claimants through the process of lodging terminal illness and death claims with the fund, ensuring all necessary documentation and requirements are received.
• Ensure appropriate documentation is sent out, including initial claim packs and supporting materials, in a timely and accurate manner.
• Accurately lodge claims using multiple claims systems and workflows.
• Engage and work collaboratively with internal and external stakeholders, vendors and service providers such as administrators and insurance providers, to build positive working relationships.
• Maintain strong communication with the case management team to ensure continuity and accuracy in claim handling, take calls when they are unable, if required providing expert guidance and resolutions.
• Record detailed and accurate call notes, ensuring compliance with data privacy and record-keeping protocols.

What You'll Need

• Demonstrated experience in customer service roles, with a sound understanding of superannuation, insurance and legislative frameworks.
• Proficiency in using claims management systems and other relevant technology platforms.
• Previous exposure to roles involving emotionally sensitive topics, such as bereavement or health-related matters.
• Excellent written and verbal communication skills, with the ability to communicate complex and technical outcomes in simple language.
• Strong problem-solving and decision-making skills to handle escalated inquiries and complex claims scenarios.
• Meticulous attention to detail and pride in performance.
• High levels of compassion, empathy, emotional intelligence and resilience.
• Collaborative team player with a proactive approach to problem-solving.

Life at AustralianSuper

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.

What's Next

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.

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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.