Overview
Join to apply for the Claims Service Officer role at AustralianSuper.
At AustralianSuper, we support our colleagues with flexible and inclusive policies, and we are dedicated to a high-performance environment with a strong risk culture to deliver the best outcomes for members.
Your New Role
We have multiple permanent opportunities for Claims Service Officers to join the Customer Care team and provide expert assistance to members and their representatives navigating terminal illness and death claims within superannuation.
Responsibilities
- Handle inbound calls related to death and terminal illness claims.
- Make outbound follow-up calls related to queries for death and terminal illness claims.
- Be a first point of contact for claimants and their representatives, ensuring they have all information and are kept informed of the claim process, provide progress updates, and manage calls with empathy and professionalism while addressing queries and offering clear explanations of claim-related requirements.
- Guide claimants through the process of lodging terminal illness and death claims with the fund, ensuring all necessary documentation and requirements are received.
- Ensure appropriate documentation is sent out, including initial claim packs and supporting materials, in a timely and accurate manner.
- Accurately lodge claims using multiple claims systems and workflows.
- Engage and work collaboratively with internal and external stakeholders, vendors and service providers to build positive working relationships.
- Maintain strong communication with the case management team to ensure continuity and accuracy in claim handling; provide expert guidance and resolutions when required.
- Record detailed and accurate call notes, ensuring compliance with data privacy and record-keeping protocols.
What You'll Need
- Demonstrated experience in customer service roles, with an understanding of superannuation, insurance and legislative frameworks.
- Proficiency in using claims management systems and other relevant technology platforms.
- 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 outcomes in straightforward language.
- Strong problem-solving and decision-making skills to handle escalated inquiries and complex claims scenarios.
- Meticulous attention to detail and pride in performance.
- High levels of compassion, empathy, emotional intelligence and resilience.
- Collaborative team player with a proactive approach to problem-solving.
Life at AustralianSuper
AustralianSuper is committed to colleague development, with ongoing learning, coaching and training, and career opportunities across our organisation. We offer generous leave entitlements and promote a blended working environment with flexible arrangements. We are committed to safety, respect, inclusiveness and diversity, and we support our diverse workforce in a way that is inclusive and embraces diversity in all 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 to work in a challenging and growing team to deliver outstanding results.
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📌 Claims Service Officer
🏢 AustralianSuper
📍 Melbourne