GSC Case Consultant

Resolution Life; City of Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible work arrangements

Learning platforms

Health and Wellbeing Programs

Job summary

Resolution Life Australasia is seeking a Case Consultant to manage employer-sponsored and industry superannuation insurance claims with a focus on fair, timely outcomes. You will interact with employers, brokers, trustees and fund administrators, guiding claim journeys and ensuring policy compliance.

The role offers hybrid working arrangements, balancing in-person collaboration with remote work and ongoing professional development. A customer‑centric mindset will help you thrive.

Qualifications

• Experience in insurance claims, customer resolution or related spaces.
• Strong analytical and critical thinking with the ability to assess information.
• Excellent attention to detail and organisational skills for multiple priorities.
• Strong written and verbal communication with stakeholders.
• Good numerical skills and data interpretation.
• Collaborative mindset and commitment to compliance and risk awareness.

Responsibilities

• Manage a portfolio of insurance claims with accuracy and timely outcomes.
• Deliver high-quality service by supporting customers and collaborating with stakeholders.
• Work with internal and external stakeholders through case conferences and reviews.
• Apply policy wording precisely to assess eligibility and entitlements.
• Uphold compliance and risk standards by following processes and escalations.
• Support members through recovery journeys and return-to-work outcomes.

Skills

Analytical thinking

Communication skills

Attention to detail

Numerical skills

Team collaboration

Compliance awareness

Job description

Resolution Life Australasia is part of the Acenda Group.Acenda Group brings together some of Australia and New Zealand's most trusted life insurance brands. With 176 years of combined heritage and deep expertise across local markets, our Group includes Acenda Life, Resolution Life Australasia and Asteron Life 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.

Everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence.

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 Role

This Case Consultant role is an exciting opportunity for someone who thrives in a purpose-driven environment and enjoys making a meaningful impact. You'll be part of a specialist team responsible for managing insurance claims and supporting customers through complex situations, ensuring fair, timely and high-quality outcomes.

You will manage claims across employer-sponsored and industry superannuation insurance arrangements, supporting members through their claim journey while balancing customer outcomes, policy obligations and commercial considerations.

In this role, you'll proactively manage a portfolio of claims and collaborate closely with a range of internal and external stakeholders to deliver positive customer and return-to-work outcomes. You'll participate in case conferences and portfolio reviews, use your strong communication skills to gather information and influence outcomes, and contribute to stakeholder review meetings while building relationships with employers, brokers, trustees and fund administrators.

If you enjoy problem solving, working collaboratively and building your expertise in claims management, this role offers a rewarding career path.

This role embraces genuine flexibility, balancing remote work with meaningful in-person collaboration. We offer a hybrid working arrangement that supports both business needs and personal commitments.

How will you make an impact?

Manage a portfolio of insurance claims with accuracy and a strong focus on timely outcomes.

Deliver high-quality service by supporting customers and collaborating with stakeholders, including authorised representatives and service providers.

Work closely with internal and external stakeholders through case conferences, reviews and ongoing claim discussions.

Apply policy wording with precision to assess eligibility and benefit entitlements confidently.

Uphold compliance and risk standards by following processes, performing controls and escalating issues when required.

Support members through their recovery journey and collaborate with stakeholders to achieve positive return-to-work outcomes.

Contribute to stakeholder review meetings and support ongoing relationships with employers, brokers, trustees and fund administrators.

About you

To be successful in this role, you will demonstrate:

• Experience in insurance claims, customer resolution, complaints, workers compensation, injury management, allied health, legal or other customer-focused environments will be highly regarded.
• Strong analytical and critical thinking skills, with the ability to assess information and make sound decisions.
• Excellent attention to detail and organisational skills, with the ability to manage multiple priorities.
• Strong communication skills, with confidence engaging stakeholders both verbally and in writing.
• Good numerical skills and the ability to interpret and apply data accurately.
• A collaborative mindset, with the ability to build effective working relationships across stakeholders.
• Commitment to compliance, risk awareness and adherence to processes with accuracy and consistency.
• You enjoy speaking with customers, build rapport easily and are comfortable managing regular phone-based interactions with members and stakeholders.

Why Join Us?

At Resolution Life Australasia, we provide a flexible work environment and access to a range of employee benefits that will support you both personally and professionally including:

• Career pathways, including local and global mobility opportunities
• Leading Learning Platforms and support in professional development
• Health and Wellbeing Programs

Accessibility and Checks

Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at .

Privacy Policy

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