Claims Operations Support Officer

Victorian Managed Insurance Authority (VMIA)

• Claims Operations Support Officer
• Full Time, 13 months Max Term

Key highlights

• Hybrid working environment (3 days onsite), Melbourne CBD.
• Salary Range - $94,482 - $104,980 (total remuneration package inclusive of super).
• Great opportunity to contribute to meaningful insurance work.

About the role

As a Claims Operations Support Officer, you perform essential claims triage and administration activities that keeps VMIA's claims operations running smoothly. Working in the Claims Operations & Insights team, which enables the broader Claims and Sensitive Liability Claims functions through consistent, accurate, and well-coordinated service delivery.

Key responsibilities

• Claims Triage & processing support, managing incoming incident notifications and coding claims into the system across all policy types accurately and proficiently.
• Coordinating triage workflows and updating allocation details, including follow-up on complex matters.
• Raising claims, verifying and updating payee details, and processing payments in line with delegation and governance standards.
• Provide reliable, flexible administrative and systems support.
• Maintaining accurate records, contacts, and system entries across platforms including Oracle, Content Manager and SharePoint.
• Supporting inbox and phone queue management, responding to queries as appropriate.
• Reporting, QA & governance reporting and continuous improvement.

Who you work with

Internal

• Claims Practice, Sensitive Liability Claims and Claims Strategy teams
• Cross-functional teams within Insights & Analytics, Finance, Information Services, Enterprise Systems, Digital Enablement and Program & Projects Office.

External

• Service providers and vendors.
• Claimants, clients, and third-parties

What we are looking for

• Experience in administrative, operational, or coordination roles in fast-paced, service-focused environments.
• Exposure to tasks like triage, inbox and workflow management, payment processing, or recordkeeping.
• Ability to maintain personal resilience and work effectively in high-pressure claims environments - managing stakeholder demands, regulatory challenges, and portfolio risks.
• Strong communication and stakeholder engagement skills, with the ability to work independently and in collaboration with others.
• Excellent attention to detail and sound judgment when handling complex or high-volume workloads.
• A professional, proactive attitude and a willingness to learn, contribute, and meet competing deadlines.
• Well-developed computer skills, including proficiency in the MS Office suite and a readiness to adopt new systems.

Qualifications

• You may hold a qualification in business administration or a related discipline (not essential).

Why join VMIA?

At VMIA, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued and empowered to contribute their unique perspectives.

We offer:

• Flex work: Hybrid working to support your best performance.
• Parenting support: Generous parental leave (16 weeks paid parental leave for primary carers and 2 weeks for secondary carers) and breastfeeding-friendly facilities.
• Learning & Development: Annual investment ($2,500) in your growth, with in-house training, and LinkedIn Learning access in addition.
• Wellbeing: Wellness sessions, Employee Assistance Program (EAP), and ergonomic support.
• Culture & Lifestyle: Iconic office location, volunteer leave and life-stage support.

VMIA encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples, individuals with disabilities, culturally diverse communities, and members of the LGBTQIA+ community.

How to apply

We invite you to submit your CV and a cover letter. Use these to introduce yourself, highlight your fit for the role, and share why you are excited about joining VMIA. For any questions about the role or application process, please contact us at

At VMIA, we are dedicated to fostering an inclusive workplace. We warmly welcome applications from people of all gender identities, Aboriginal and Torres Strait Islander peoples, individuals with disabilities, and those from culturally diverse backgrounds.

If you have any accessibility needs during the recruitment process, please let us know at

Salary Information

At VMIA, we offer competitive salaries based on the role's classification and your skills and experience. Typically, new employees start at the minimum of the salary range, however, consideration may be given to starting above the minimum of the band should you demonstrate extensive experience in a similar role or possess unique and desirable skills and capabilities required to perform the role.

Other relevant information

Before starting at VMIA, preferred candidates will complete pre-employment screenings. These assessments may include:

• Working Eligibility: Verification of your right to work in Australia.
• Employment History: Confirmation of your past employment details including employment dates and compensation.
• Academic Credentials:Verification of your educational qualifications to ensure they are accurate and legitimate.
• National Criminal History Check: A check for any criminal record, which may involve manual vetting by ACIC, potentially causing delays.
• Pre-employment Misconduct Check: Used to verify the identity, integrity, and credentials of potential employees and verifies no past misconduct.
• Financial Background Checks: Applicable for certain roles, such as Heads of Departments and Finance team members.

We value a collaborative work environment, so employees are expected to spend the majority of your working week in the office. Candidates from interstate must be willing to relocate to Victoria.