Eligibility Officer

Employees Mutuals Limited; Adelaide; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

RewardsHub discounts

Wellbeing program

Learning and development

Employee Assistance Program

Celebration events

Annual incentive and salary reviews

Job summary

EML is seeking an Eligibility Officer in Adelaide to uncover facts, assess evidence, and make decisions shaping recovery and return-to-work outcomes. The role emphasizes curiosity, problem-solving, and stakeholder collaboration, with full-time permanence and flexible work-from-home up to two days weekly after training.

You will engage with workers, employers and medical professionals to gather information, make fair decisions, and contribute to a meaningful difference in people’s lives.

Qualifications

• Commitment to helping others and delivering positive customer outcomes.
• Strong customer service skills with the ability to build rapport and communicate effectively with a range of stakeholders.
• Excellent written and verbal communication skills, including the ability to explain complex information clearly.
• Strong attention to detail and organisational skills.
• Ability to assess information, apply legislation, policy, and evidence, and exercise sound judgement.
• Adaptability and willingness to learn new systems, processes and legislative requirements.
• Ability to work in a fast-paced environment while maintaining accuracy, professionalism, and a customer-focused approach.

Responsibilities

• Manage inbound and outbound calls and direct customers with queries to assist liability assessment.
• Assess and determine workplace injury claims of varying complexity, ensuring decisions are accurate and compliant with requirements.
• Assist workers and employers to navigate the claims process with education and guidance for safe recovery and timely return to work.
• Develop and implement strategies to support achievement of performance and remuneration measures.

Skills

Customer service

Communication

Attention to detail

Legislation knowledge

Adaptability

Empathy

Decision making

Fast-paced work

Job description

Why Join EML?

An Award-Winning Celebratory Culture That Recognises You EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.

Flexibility That Supports Your Life

After your probation (subject to performance), you have the flexibility to work from home along with the choice between: Monthly rostered days off, or A 9-day fortnight giving you more control over your time and work life balance.

Grow With a Specialist Organisation

Because personal injury is the only thing we do, EML offers one of the most stable and future‑focused careers in the industry. Our deep expertise, purpose‑driven work and development pathways help you build a long‑term career in a field where your skills will always be in demand. EML’s investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people’s lives.

Eligibility Officer

As an Eligibility Officer, you'll play a pivotal role at the very start of a worker's compensation claim journey. Every claim begins with a story, and you'll be at the centre of uncovering the facts, assessing the evidence, and making decisions that can shape a person's recovery and return-to-work experience. This is far more than a processing role. You'll use your curiosity, critical thinking, and problem‑solving skills to gather information from workers, employers, medical professionals, and other stakeholders. By asking the right questions and analysing the available evidence, you'll make fair and timely decisions on whether claims should be accepted or declined. If you enjoy solving complex problems, connecting the pieces of a situation, and building relationships with people from all walks of life, this is a role where you'll thrive. Every day brings new challenges, unique circumstances, and the opportunity to make a meaningful difference in the lives of others. This will be a permanent, full‑time position based in our Adelaide office, with flexibility to work from home up to 2 days a week once fully trained.

What You’ll Be Doing

• Manage inbound and outbound calls and directing customers queries accordingly while requesting information to assist in the liability assessment process
• Assess and determine workplace injury claims of varying complexity, ensuring decisions are made accurately, consistently, and within legislative and organisational requirements.
• Assist worker and employers to navigate the claims process, by providing them with education and guidance to support with facilitating safe recovery and timely, lasting return to work outcomes
• Develop and implement effective strategies to support the achievement of key performance and remuneration measures

What We’re Looking For

It’s ok if you haven’t done this before, what matters most is your commitment to helping others that can make you a great fit for the role. Do you have…

• A genuine commitment to helping others and delivering positive customer outcomes.
• Strong customer service skills with the ability to build rapport and communicate effectively with a range of stakeholders.
• Excellent written and verbal communication skills, including the ability to explain complex information in a clear and practical way.
• Strong attention to detail, organisational skills, and the ability to analyse information to make informed decisions.
• Confidence in managing challenging conversations with empathy, professionalism, and care.
• The ability to assess information, apply legislation, policy, and evidence, and exercise sound judgement.
• Adaptability and willingness to learn new systems, processes, and legislative requirements.
• The ability to work in a fast‑paced environment while maintaining accuracy, professionalism, and a customer‑focused approach.

Why You’ll Love Being Part of EML

• Hybrid work options for better balance.
• Fitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.
• Discounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.
• Corporate wellbeing program, including gym and health insurance discounts.
• Comprehensive learning and development tailored to help you grow.
• More than a traditional Employee Assistance Program, our EAP provides access to professional medical advice and safety features for our employees and their families.
• Company‑wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews.

Ready to Make an Impact?

If you're looking for a purposeful, people‑focused career with stability, balance and a culture that celebrates you we would love to hear from you.

About Us

There’s huge satisfaction from knowing that your talent and hard work has a purpose. You will be making a difference that counts. Our people care about making a difference. We are looking for people who share our commitment to positive change. Once we have found you, we pull out all the stops to keep you. The focus and support we provide for career development are one of the reasons we have such a vibrant, engaged, and talented team. You will not be forgotten here. Your career at EML will be full of opportunities to gain new skills, work, grow and succeed with us.