Insurance & Claims Consultant

Link Group; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid office/home model

4 months onsite training

Salary sacrificing via superannuation

Employee Assistance Program

Learning & Development support

Employee discounts

Novated car leasing

Job summary

MUFG Pension & Market Services in Melbourne is seeking an Insurance and Claims Customer Service Officer. This phone-based role requires empathy, accuracy and ownership as you support members, claimants and solicitors through insurance enquiries and claims.

You will join the Insurance & Claims Contact Centre and collaborate with your team to deliver exceptional service while meeting targets. The role offers full-time hours on a rotating roster (8am–6pm) with hybrid work arrangements and

Qualifications

• Customer-focused mindset with empathy for sensitive calls.
• Ability to explain complex information clearly and accurately.
• Comfort working in a target-driven environment.

Responsibilities

• Handle inbound and outbound calls from members, claimants and solicitors about insurance and claims.
• Provide timely updates on insurance claims and explain processes clearly.
• Take ownership of enquiries and aim for first-call resolution.
• Support customers through sensitive situations with empathy and professionalism.
• Build knowledge of claims processes, policies and procedures.
• Meet KPIs for quality, productivity and service standards.
• Collaborate with leaders and colleagues across the Contact Centre and MUFG.

Skills

Strong customer service

Excellent communication

Empathy and resilience

Problem-solving

Reliability and punctuality

Ability to explain complex information

Target-driven mindset

Team collaboration

Tools

MS Office

Job description

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

At MUFG 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 an Insurance 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 insurance industry

Some of our employment benefits

• Flexible working with a hybrid office/home model – 4 months onsite training initially
• Purchased leave, parental leave, volunteer leave, gender transition leave and wellbeing leave
• Employee Recognition Program aligned to our values
• Talent Referral Program
• Salary sacrificing via superannuation
• Employee Assistance Program
• Learning & Development support, including self-paced learning and education assistance
• Employee discounts with providers such as Bupa and Microsoft
• Novated car leasing

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.