Senior Claims Consultant, Group Insurance – Australian Retirement Trust – Brisbane, QLD, AU
Responsibilities
As a Senior Group Claims Consultant for Australian Retirement Trust (ART), you'll be part of a dedicated team supporting one of Australia's largest and most respected super funds, working side by side in a genuine partnership built on trust, transparency, and shared outcomes.
In this role, you will be responsible for managing a select portfolio of complex claims, conducting quality assurance reviews, providing technical support on claims strategies and management, supervising and mentoring claims assessors, and supporting the relationship with our superannuation partners.
In your role as a subject matter expert, you will leverage your extensive knowledge to develop and enhance the skills and capabilities of the team, drive continuous improvement and process enhancements, and uphold Zurich's claim philosophy. Your expertise will be pivotal in fostering an environment of excellence and ensuring that our claims processes are both efficient and effective.
Qualifications
* Proven experience as a Senior Assessor (or high‐performing claims assessor) managing end‐to‐end group insurance claims, including Income Protection (IP) and Total and Permanent Disability (TPD) claims.
* Expertise in managing multiple policies, resolving complaints, and reviewing disputed claim decisions.
* Strong understanding of relevant legislation and industry codes including LICOP (Life Insurance Code of Practice), PYS (Protecting Your Super) / PMIF (Putting Members' Interests First), and Transfer Terms.
* Proven ability to interpret clinical, allied health and medico‐legal reports and incorporate medical, vocational and policy considerations into decisions.
* Experience working with rehabilitation providers and designing/implementing return‐to‐work plans or vocational assessments.
* Strong stakeholder management experience with employers, trustees, brokers, treating practitioners, and external service providers.
* Track record of meeting SLAs, quality standards and regulatory requirements in claims handling.
* Experience preparing clear written determinations, Board/Executive briefings and sensitive customer communications with an empathetic tone.
* Experience coaching or mentoring junior staff, conducting quality reviews and contributing to continuous improvement initiatives (preferred).
* Demonstrated ability to drive continuous improvement and process enhancement initiatives.
Benefits
* 5 weeks of annual leave for permanent staff through our Z leave initiative, plus 15 days of personal/carer's leave and access to Family Care (parental leave).
* Hybrid working arrangement – 3 days in the office and 2 days working from home per week for full‐time employees.
* Rewarding training programs and career development support.
* Global, diverse, inclusive teams with opportunities for international mobility across more than 200 countries.
* Volunteer opportunities and environmentally sustainable workplaces.
* We plant a tree for every new employee.
Equal Opportunity Employer
Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to let us know at the time of your application.
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