Case Manager, Claims Care

Australian Super; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible blended working

Learning and career development

Diversity and inclusion

Job summary

AustralianSuper is offering a 12-month maximum-term role as Case Manager, Claims Care within Member Operations. You will manage Terminal Illness claims end-to-end, supporting members and their representatives with compassion, while ensuring timely communication and high-quality member experience.

You will collaborate with colleagues, insurers and service providers, guiding members through requirements and maintaining thorough case notes to improve efficiency and outcomes.

Qualifications

• Experience in life insurance claims management within superannuation or an insurer.
• Experience handling sensitive claims including terminal illness or critical conditions.
• Strong understanding of superannuation, insurance and relevant legislative frameworks.
• Excellent verbal and written communication, able to explain complex information clearly.
• Strong problem-solving, decision-making and case management skills.
• Compassionate, member-first approach with confidence handling sensitive conversations.
• Excellent organisation and attention to detail; able to manage a portfolio of claims autonomously.

Responsibilities

• Manage Terminal Illness claims from notification through to payment.
• Support members and representatives with compassion and professionalism throughout the claims process.
• Guide members through requirements and ensure necessary documentation is obtained.
• Maintain accurate records, workflows and detailed case notes for your portfolio.
• Communicate with members via calls and written correspondence, keeping them informed of progress.
• Collaborate with colleagues, insurers and service providers to support timely claim outcomes.
• Identify opportunities to improve efficiency in the claims process and member experience.

Skills

Life insurance claims

Terminal illness claims

Superannuation knowledge

Communication skills

Problem solving

Organisation

Autonomous work

Job description

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

An exciting 12-month maximum-term opportunity is available for a Case Manager, Claims Care within Member Operations.
You’ll manage a portfolio of Terminal Illness claims from notification through to payment, supporting members and their representatives with compassion, sensitivity and professionalism. As a key point of contact throughout the claim journey, you’ll provide clear information, progress claims efficiently and help deliver a high-quality member experience.

In This Role, You Will:

• Manage Terminal Illness claims from notification through to payment.
• Support members and their representatives throughout the claims process with compassion and professionalism.
• Guide members through requirements and ensure necessary documentation is obtained.
• Manage your portfolio proactively, maintaining accurate records, workflows and detailed case notes.
• Communicate with members through inbound and outbound calls and written correspondence, keeping them informed of progress.
• Partner with colleagues, administrators, insurers and service providers to support timely claim outcomes.
• Identify opportunities to improve the efficiency of the claims process and member experience.

What You'll Need

• Experience in life insurance claims management within superannuation or an insurer.
• Experience managing sensitive claims, including terminal illness or critical conditions.
• Sound understanding of superannuation, insurance and relevant legislative frameworks.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly.
• Strong problem-solving, decision-making and case management skills.
• A compassionate, member-first approach and confidence managing sensitive conversations professionally.
• Excellent organisation and attention to detail, with the ability to work autonomously and manage a portfolio of claims.

Life at AustralianSuper

AustralianSuper is committed to colleague development, offering learning, coaching and career opportunities across our growing organisation. We support flexible, blended working and are happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. If you require any reasonable adjustments to the recruitment process or role, please let our recruitment team know.

Important Information

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.

or New Zealand citizenship or Australian permanent residency status is required.

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.