Claims Advisor

eml; Tweed Heads; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible work from home

Wellbeing program

Retailer discounts

Learning & development

Employee assistance

Company events

Incentive program

Parental leave

Job summary

EML in Tweed Heads is seeking a Claims Advisor to support injured workers through the claim lifecycle. You will handle inbound and outbound calls, assist with documentation, and coordinate with stakeholders to enable timely services and a sustainable return to work.

Based in our Tweed Heads office with flexible work-from-home options, you will engage empathetically, manage case details across multiple systems, and contribute to cost-effective outcomes. Proficiency with MS Office is expected.

Qualifications

• Support workers and employers through the claims process with empathy.
• Excellent communication and a solution-focused mindset.
• Ability to work across multiple systems and maintain accurate records.

Responsibilities

• Assist workers and employers with claims documentation and timely access to services.
• Proactively case manage to achieve early, sustainable return to work.
• Ensure work is actioned within defined timeframes and handle inquiries per guidelines.
• Collaborate with Injury Management Specialists to provide expert advice.
• Record and maintain accurate, up-to-date records.

Skills

Empathy

Customer service

Communication skills

Multi-system experience

Microsoft Office

Tools

CRM software

Telephone systems

Job description

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey . We continue to experience ongoing growth and now have over 4,000 dedicated employees . We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Tweed Heads , you will help make a positive impact on someone's life every day. You will feel great satisfaction knowing that your talent and hard work have a purpose.

As a Claims Advisor , you will play an integral role within one of our supportive and growing business units, helping to make a positive impact on the lives of injured workers. Your role will consist of managing inbound and outbound calls with external stakeholders, as well as claim administration duties.

This is a full-time, permanent position commencing on 2 November 2026 , based in our Tweed Heads office, with work-from-home flexibility.

YOUR RESPONSIBILITIES

Assist workers and employers throughout the claims process, providing support with the completion of relevant documentation to ensure timely access to services that support return to work and injury recovery.

Proactively undertake appropriate case management to achieve the optimum outcome of an early and sustainable return to work for workers, while managing reasonable claim costs.

Ensure allocated work is actioned within appropriate timeframes.

Manage telephone enquiries in accordance with EML's guidelines and Communication Policy.

Collaborate with Injury Management Specialists and other subject matter experts to gather information and ensure customers receive expert advice and support.

Record and maintain accurate and up-to-date records.

ABOUT YOU

You will demonstrate a high level of empathy and be passionate about providing great customer service.

You will be a great listener, demonstrate excellent communication skills and have a solution-focused mindset.

You will embrace change with confidence and be comfortable working in a multi-system environment, with the ability to manage and overcome challenges.

With great attention to detail, you will enjoy learning, developing and growing within the business.

Proficient in the use of Microsoft Office Suite.

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

• A diverse and collaborative team culture like no other
• Flexibility to work from home to support work/life balance
• A corporate wellbeing program with discounted health insurance and gym membership
• Generous discounts from over 350 retailers through our RewardsHub program
• Comprehensive learning and development opportunities to help you reach your full potential
• Access to support and counselling services with work or personal matters, through our Employee Assistance Program
• Companywide events to stay connected and celebrate success
• Entitlement to annual company incentive scheme + salary reviews
• Up to 16 weeks paid parental leave, plus super

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits.