What You’ll Do
- Act as the first point of contact for member claim enquiries
- Explain eligibility, timeframes and next steps with empathy and clarity
- Triage claims and allocate them to the appropriate channel
- Initiate claims using systems such as Acurity, Objective, CMT & insurer portals
- Prepare and issue documentation required for assessments
- Work closely with Claims Assessors and insurance partners
- Maintain detailed case notes and manage a small portfolio of TPD & IP claims
- Arrange Tele-Claim interviews and follow-up tasks
- Manage inbox allocation and administrative workflows
What You Bring
- Experience handling complex customer enquiries or sensitive situations
- Strong communication skills with an empathetic, member-first approach
- Knowledge of Death / TPD / Income Protection claims (ideal but not essential)
- Ability to interpret trust deeds, policies and detailed documents
- High attention to detail with strong analytical and problem-solving skills
- Ability to manage priorities and meet service standards
- Solid stakeholder engagement and negotiation skills
- Financial services or superannuation experience (highly regarded)
- RG146 or relevant tertiary qualifications (bonus)
Why This Role?
- Meaningful work supporting people during significant life events
- A balanced mix of customer service, admin, claims exposure and technical learning
