Senior 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

The Senior Claims Service Officer plays a crucial role in supporting the Customer Care team by driving continuous improvement and performance, uplifting the quality of calls. This role involves monitoring and evaluating phone interactions, providing constructive feedback, conducting training sessions and collaborating with stakeholders to enhance the overall member experience. The Senior Service Officer will act as a key player in ensuring calls meet compliance standards, align with organisational values and reflect excellence in member service.

Key responsibilities will include;

• Manage sensitive conversations with care and professionalism, only providing factual information.
• Monitor and evaluate calls to ensure accuracy, professionalism and alignment with compliance regulations.
• Identify areas of strength and areas for improvement in individual and team performance.
• Maintain detailed records of call assessments and trends for reporting and tracking purposes.
• Provide one-on-one coaching sessions, delivering actionable feedback and strategies for improvement.
• Ensure call quality across the team is maintained at a high standard and appropriate notes captured on the CRM system.
• Design and facilitate regular training sessions to address skill gaps, enhance communication techniques and share best practices.
• Engage and work collaboratively with internal and external stakeholders, vendors and service providers such as administrators and insurance providers, to build positive working relationships.
• Assist in creating and updating call scripts, guidelines and training materials to enhance member interactions.
• Liaise with relevant stakeholders to stay updated on legislative or procedural changes affecting call handling.
• Identify trends, patterns and opportunities for improvement using performance data and call insights.

What You'll Need

• Demonstrated experience in customer service roles within insurance, superannuation or related industries.
• General knowledge of superannuation fund structures, insurance premiums and benefits.
• Hands-on experience in call quality assurance or contact centre operations, including workforce and call queue monitoring.
• Demonstrated experience in a coaching, mentoring or training role, preferably within the claims or customer service industry.
• 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 processes in simple language.
• Strong problem-solving and decision-making skills to handle escalated inquiries and complex claims scenarios.
• Advanced use of MS Office products (Word, Excel, Outlook).
• High levels of emotional intelligence and resilience.

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.