Insurance Services Representative

Be part of an inclusive and high-performing team
- Enjoy a rewarding career move with opportunities for development
- Make a difference with a fund that puts members first

**About us**

When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2 million members.

Australian Retirement Trust is the super fund formed through the merger of Sunsuper and QSuper. As one of Australia's largest superannuation funds, we proudly take care of over $200 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day.

**About the role**

As an Insurance Services Representative in our Insurance Services team, you will communicate with customers in relation to the notification of all death, terminal and disablement claims. The notification process includes confirming insurance eligibility, providing appropriate claim forms, providing all relevant important information to the notifier and completing a range of financial tasks associated with the notification. At all times you must advocate and maintain a professional and collaborative relationship with our customers.

Your key areas of accountability will include:

- Conduct the notification process; determining insurance eligibility, the insurer on risk insurer and issuing claims information and forms for death, terminal and disablement claims.
- Providing written and verbal responses to written requests for information from customers in relation to insurance eligibility enquiries.
- Processing of insurance proceeds and benefit switch tasks relating to insurance claims.
- Provide follow up for death claims where notification has been made and claim forms have not been received.
- Delivering the right solution for the customer and the business by guiding the customer through a range of possible solutions and identifying referral opportunities that support customer retention strategies.
- Monitoring and evaluating the completeness and accuracy of tasks in accordance with compliance standards and reporting identified breaches and incidents.
- Delivering an exceptional customer service experience as measured through the Customer Experience Evaluation Framework.

This role is available as a **permanent full-time opportunity.**

**About you**

If this is the right role for you, your skills and qualifications will include:

- Exposure to and/or practical experience with insurance claims in superannuation and the associated legislation that operates within the superannuation environment.
- Highly developed communication and interpersonal skills including the ability to communicate effectively at all times.
- Ability to act with discretion and sensitivity at all times.
- Demonstrated ability and commitment to understanding our customers and providing solutions which meet their needs.
- Customer service experience in a high workload environment.

Ideally, you will also have a high level of technical competence in Superannuation and Insurance.

**How you'll benefit**

As part of the Australian Retirement Trust team, you'll have access to development programs that help you focus on solutions-based outcomes, and innovative ways to support our members. We provide a dynamic and rewarding work environment featuring:

- Competitive salary, bonus, and super offerings
- Flexible work arrangements
- Generous parental leave entitlements
- A focus on learning and development, including study assistance
- Volunteer and community service leave
- LGBTQI + and disability employee networks
- Wellbeing initiatives including Employee Assistance Program and discounted health insurance
- An additional leave day each year on top of annual leave.

**Next steps