Claims Manager - Death Benefits

Australian Retirement Trust; Melbourne; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

14% Super

Training & Development

Hybrid work model

Office facilities

Job summary

Australian Retirement Trust – Melbourne VIC is seeking a Claims Manager - Death Benefit to manage a portfolio from notification to payment, delivering sensitive, accurate outcomes for members and beneficiaries.

You’ll work with stakeholders, apply sound judgement, comply with regulatory requirements, and balance empathy with risk management. This permanent role offers a hybrid work model and opportunities to shape service standards.

Qualifications

• Experience managing death benefit claims within superannuation or financial services.
• Strong communication and stakeholder management to build trust in sensitive situations.
• Sound judgement with an objective, outcome-focused approach to claims management.
• Ability to handle confidential information with discretion and empathy.
• Experience delivering outstanding customer service in high-volume environments.
• Ability to understand customer needs and provide practical solutions.
• Ability to interpret insurance policies, procedures and legislative requirements.
• Ability to manage competing priorities and maintain accuracy in complex case work.
• Strong conversation control skills for challenging discussions.

Responsibilities

• Manage a portfolio of death benefit claims from notification through to assessment, decision and payment.
• Engage with customers, beneficiaries and third parties across multiple channels.
• Progress claims, identify barriers to completion and implement timely outcomes.
• Determine eligibility, identify insurer on risk and issue required documentation.
• Review insurer and fund recommendations and escalate where appropriate.
• Interpret policy documents and apply superannuation and insurance legislation.
• Maintain accurate customer records and complete administrative processing.
• Monitor compliance and report incidents or breaches as required.
• Deliver exceptional customer experiences balancing empathy, accuracy and risk management.
• Collaborate with team members to meet service standards and customer expectations.

Skills

Death benefit claims management

Stakeholder management

Communication skills

Judgement & decision making

Confidentiality & empathy

Customer service in high-volume env

Job description

Australian Retirement Trust – Melbourne VIC

Take hold of a monster opportunity and join ART as our Claims Manager - Death Benefit. In this meaningful role, you'll manage a portfolio of death benefit claims from notification through to assessment and payment, helping members and beneficiaries navigate important life events with care, empathy and professionalism. You'll work in a collaborative environment where customer outcomes, service excellence and continuous improvement are at the heart of everything you do.

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Claims Manager - Death Benefit, you'll be responsible for managing a portfolio of death benefit claims end to end on behalf of the Trustee. You'll proactively drive claims outcomes, engage with customers and third parties in a sensitive and professional manner, and ensure claims are assessed and finalised accurately and efficiently.

Working closely with internal and external stakeholders, you'll apply sound judgement, critical thinking and strong claims management practices to deliver excellent customer experiences while meeting legislative, compliance and operational requirements. You'll play an important role in helping beneficiaries navigate the claims process during what can be a challenging time, ensuring every interaction reflects our values of courage, empathy and excellence.

This role is a permanent opportunity and is based in Brisbane or Melbourne.

Responsibilities

Day to day, you'll:

• Manage a portfolio of death benefit claims from notification through to assessment, decision and payment.
• Engage with customers, beneficiaries and third parties across multiple communication channels.
• Proactively progress claims, identify barriers to completion and implement strategies to achieve timely outcomes.
• Determine insurance and death benefit claimant eligibility, identify the insurer on risk and issue required claims documentation.
• Review insurer and fund recommendations, providing challenge and escalation where appropriate.
• Interpret insurance policy documents and apply relevant superannuation and insurance legislation.
• Maintain accurate customer records and complete required administrative processing.
• Monitor compliance requirements and report incidents or breaches as required.
• Deliver exceptional customer experiences that balance empathy, accuracy and risk management.
• Collaborate with team members to meet service standards and customer expectations.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have experience managing death benefit claims within superannuation or a related financial services environment.
• Your communication and stakeholder management skills enable you to build trust in sensitive situations.
• You'll demonstrate sound judgement and an objective, outcome-focused approach to claims management.
• You're able to handle confidential information with discretion, professionalism and empathy.
• You have experience delivering outstanding customer service in a high-volume environment.
• Your ability to understand customer needs helps you identify practical and effective solutions.
• You'll be confident interpreting insurance policies, procedures and legislative requirements.
• You're skilled at managing competing priorities and maintaining accuracy in complex case management work.
• You possess strong conversation control skills and can manage challenging discussions effectively.
• Your knowledge of superannuation and insurance products would be highly regarded.

Why join us?

Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

• You'll get 14% super as standard, to help your future come alive.
• Build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.

About us

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities.

Applications close 11pm Wednesday 4 November 2026.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.