Claims Associate

Tal Llc; Melbourne; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Lunch and learn sessions

Wellbeing leave (accrued)

Wellbeing initiatives

Job summary

UniSuper is seeking a Claims Associate in Melbourne to manage a portfolio of complex claims end-to-end. You will support members through difficult moments, taking ownership of death, terminal illness and permanent incapacity claims, while also assisting underwriting activities and applications.

This 12-month contract role emphasizes sound judgement, empathy and clear recommendations in line with policy and regulation, with a strong focus on member outcomes.

Qualifications

• Entry-level role in financial services or customer service.
• Strong focus on delivering a positive member experience.
• Ability to handle sensitive calls with empathy and clarity.

Responsibilities

• Handle inbound and outbound calls from members, claimants and solicitors regarding insurance and claims enquiries.
• Provide timely, accurate updates on insurance claims and explain processes clearly.
• Take ownership of enquiries and aim for first-call resolution wherever possible.
• Demonstrate empathy and professionalism when supporting customers through complex situations.
• Build knowledge of insurance claims processes, policies and procedures.
• Meet individual and team KPIs, including quality, productivity and service standards.
• Contribute to team meetings, knowledge sharing and continuous improvement initiatives.
• Work collaboratively with leaders and colleagues across the Contact Centre and broader MUFG business.

Skills

Customer service

Empathy

Communication skills

Explain complex information clearly

Problem solving

MS Office

Team collaboration

Tools

MS Office

Job description

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• 12-month contract opportunity with potential to extend
• End-to-end ownership of complex insurance claims and underwriting cases
• Support members and their families through some of life's most important moments

About US
UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.

Our Service & Experience division is recognised for performance excellence and for shaping the future of retirement for our members every day. As we continue to grow, so do the opportunities for you to challenge yourself, develop new skills, and make a real impact. Within this role your ideas are valued, your ambition is celebrated and your work genuinely matters.

The Opportunity
Joining us on a 12-month contract with potential to extend, you'll play a key role within our Insurance & Claims team, managing a portfolio of complex claims from start to finish.

You’ll support members and their families through some of the most difficult moments in their lives, taking ownership of death, terminal illness and permanent incapacity claims. This is not a purely administrative role. It requires sound judgement, empathy, and the ability to make well considered recommendations in line with policy, regulation and our trust deed. Alongside your claims portfolio, you’ll also support underwriting activity, facilitating insurance applications and requests through to completion.

You’ll work closely with internal teams, external insurers and stakeholders, balancing compassionate communication with strong case management to ensure claims progress smoothly and fairly.

You’ll also:

• Take end to end accountability for your claims portfolio, managing competing priorities and timelines
• Prepare detailed claims summaries and recommendations for decision making committees
• Interpret trust deeds, policies and legislation to inform claim outcomes
• Facilitate underwriting requests and insurance applications within agreed timeframes
• Build strong relationships with members, beneficiaries, insurers and advisers
• Identify opportunities to improve processes and contribute to better outcomes for members
• Stay across regulatory requirements, including the SIS Act, and apply these in your decision making

About You
You’re someone who knows claims isn’t just about process. It’s about people, judgement and doing the right thing when it matters most.
You’re comfortable holding complex information, making recommendations, and having conversations that require both care and clarity.

What US offer

We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.

UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include:

• Lunch and learn sessions from internal and external experts
• Community, Culture & Wellbeing leave (accrued)
• Mental physical and financial wellbeing initiatives

At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members.

Start your career with a global business that helps millions of Australians secure their financial future.

AtMUFG Pension & Market Services, you’ll join a supportive and inclusive team within Australia’s leading superannuation administrator. No prior superannuation or insurance experience? No problem. We provide full training, clear career pathways, and the opportunity to build valuable skills in a fast‑paced, purpose‑driven industry — all backed by the strength of a global financial institution.

About the role

As anInsurance and Claims Customer Service Officer, you’ll be the first point of contact for members, claimants and solicitors, supporting them through insurance‑related enquiries and claims. This is a phone‑based role where empathy, accuracy and ownership are key — particularly when assisting customers during sensitive or emotional moments.

You’ll be part of our Insurance & Claims Contact Centre, working collaboratively with your team to deliver an exceptional customer experience while meeting operational targets.

What your day will look like

• Handle inbound and outbound calls from members, claimants and solicitors regarding insurance and claims enquiries
• Provide timely, accurate updates on insurance claims and explain processes in clear, easy‑to‑understand language
• Take ownership of enquiries and aim for first‑call resolution wherever possible
• Demonstrate empathy and professionalism when supporting customers through complex or sensitive situations
• Build and apply your knowledge of insurance claims processes, policies and procedures
• Meet individual and team KPIs, including quality, productivity and service standards
• Contribute positively to team meetings, knowledge sharing and continuous improvement initiatives
• Work collaboratively with leaders and colleagues across the Contact Centre and broader MUFG business

What we’re looking for

This role is ideal for someone starting their career in financial services or customer service.

You’ll bring

• Strong customer service skills and a genuine focus on delivering a positive member experience
• Ability to work full time hours on a rotating roster from 8am to 6pm
• Excellent verbal and written communication skills with a confident, friendly phone manner
• The ability to explain complex information clearly and accurately
• Empathy, resilience and professionalism when handling sensitive or challenging calls
• A reliable, punctual work ethic and the ability to work in a structured, target‑driven environment
• Problem‑solving skills and a proactive approach to learning
• Intermediate computer skills (MS Office) with strong attention to detail and accuracy
• Comfort working across digital systems and platforms
• An interest in building a long‑term career within the superannuation and