Claims Consultant

Acenda Life; Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Acenda Life is seeking a Case Consultant to join our claims team in a purpose-driven environment. You will support customers through challenging moments, guiding medical specialists and internal partners to fair, timely outcomes.

In this role you will proactively manage a portfolio of claims, apply policy wording and risk management to ensure accurate decisions with a customer focus. The position offers a hybrid working arrangement balancing office and home-based work.

Qualifications

• Excellent communication skills with customers and stakeholders.
• Empathy, resilience and professionalism in challenging situations.
• Experience in group or retail claims is highly valued.
• Ability to interpret policy wording and assess information objectively.
• Strong organisational skills and ability to manage priorities.

Responsibilities

• Manage a portfolio of claims with empathy, accuracy and timely outcomes.
• Deliver exceptional customer service by supporting customers throughout the claims process and providing clear, proactive communication.
• Work with stakeholders through case conferences, reviews and ongoing claim discussions.
• Apply policy wording with precision to assess eligibility, liability and benefit entitlements.
• Uphold compliance and risk standards by following processes and escalating issues when needed.

Skills

Strong communication

Empathy and resilience

Policy interpretation

Attention to detail

Collaborative mindset

Compliance awareness

Job description

At Acenda Group, everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence. We bring together some of Australia and New Zealand's most trusted life insurance brands. With over 176 years of combined heritage and deep expertise across our local markets, our Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand. Backed by the global strength of Nippon Life, we are one of the largest life insurance businesses across Australia and New Zealand. More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life. We're building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future. If you're energised by change and motivated by purpose, this is your moment to make an impact.

The Opportunity

This Case Consultant role is an exciting opportunity for someone who thrives in a purpose-driven environment and wants to make a real impact in people's lives. You'll be part of a collaborative claims team, supporting customers through some of their most challenging moments. Resilience, empathy and strong communication skills are essential, as you'll be guiding customers, medical specialists and internal partners toward fair, timely and high-quality outcomes.

In this role, you'll proactively manage a portfolio of claims, applying your knowledge of policy wording, benefit entitlements and risk management to ensure every decision is accurate and customer-focused. You'll collaborate closely with a wide range of stakeholders, participate in case conferences and portfolio reviews, and use your written and verbal communication strengths to gather information and influence outcomes. Experience in group or retail claims is highly valued, with successful team members coming from both insurance and broader health and wellbeing backgrounds.

Success here means being organised, detail-driven and confident on the phone, while maintaining resilience and a customer-focused approach in a fast-paced environment. If you're someone who enjoys problem-solving, thrives under pressure and wants to grow your expertise in claims management, this role offers a meaningful and rewarding career path.

This role embraces genuine flexibility, balancing remote work with meaningful in-person collaboration. We offer a hybrid working arrangement that balances time in the office with working from home, giving you flexibility to shape your schedule around both business needs and personal life.

How will you make an impact?

• Manage a portfolio of claims with empathy, accuracy and a strong focus on timely outcomes.
• Deliver exceptional customer service by supporting customers throughout the claims process and providing clear, proactive communication.
• Work seamlessly with internal and external stakeholders through case conferences, reviews and ongoing claim discussions.
• Apply policy wording with precision to assess eligibility, liability and benefit entitlements confidently.
• Uphold compliance and risk standards by following processes, performing controls and escalating issues when needed.

About you

To be successful in this role, you will demonstrate the following:

• Strong communication skills, with confidence engaging customers and stakeholders over the phone and in writing.
• Resilience, empathy and professionalism when supporting customers through the claims process.
• Experience in group or retail claims is highly valued, although we also welcome applications from candidates with transferable skills gained through health-related backgrounds.
• Ability to interpret policy wording, assess information objectively and make sound, well-reasoned decisions.
• High attention to detail, strong organisational skills and the ability to manage competing priorities under pressure.
• A collaborative mindset, contributing positively to team culture and stakeholder relationships.
• Commitment to compliance, risk awareness and following processes with accuracy and consistency.

Join us in building confidence- for our customers, our communities and each other.

• Your work makes a real impact. Everything we do helps our customers and their families live, save and retire with confidence, and your contribution will directly support that purpose.
• You'll help drive meaningful change. As an inclusive, dynamic and adaptable organisation, we offer a unique opportunity for you to grow while shaping the future of our organisation.
• You'll feel supported and included. Our team culture is flexible, collaborative and people-centred, with hybrid working to help you balance life and work.
• By making things simpler. We help our people operate efficiently, adapt easily and spend more time on meaningful work that drives personal and organisational growth.
• We celebrate success. Our incentive and recognition programs ensure great work is acknowledged and rewarded.
• Your wellbeing comes first. We offer tools, resources and benefits that support your whole self, including additional lifestyle leave.

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.