Lead Case Consultant

Acenda Life; Brisbane; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Acenda Life is seeking a Lead Case Consultant to provide technical expertise and coaching to a team of Claims Consultants, supporting customers during their time of need and delivering an exceptional experience.

You will apply your claims expertise to manage complex claims, assist with portfolio management, and contribute to reporting, process improvement and projects while ensuring compliance with policies and regulatory standards.

Qualifications

• Extensive Life Insurance Claims experience and regulatory knowledge.
• Experience in claims assessment, policy interpretation and claims management.
• Experience coaching and guiding others within a claims environment.
• Strong stakeholder management and relationship-building skills.
• Excellent communication with the ability to influence and achieve outcomes.
• Strong organisational skills and ability to manage competing priorities.

Responsibilities

• Provide technical expertise, coaching and day-to-day guidance to Claims Consultants.
• Support the effective management of complex claims and customer matters.
• Promote high-quality claims outcomes through collaboration, knowledge sharing and continuous improvement.
• Support the Team Manager in monitoring team performance, workflow and operational priorities.
• Partner with internal and external stakeholders to deliver positive customer outcomes.
• Contribute to the management of complaints, escalations and regulatory matters in line with business and compliance requirements.
• Ensure claims activities are managed in accordance with relevant policies, procedures and service standards.

Skills

Life insurance claims

Coaching

Stakeholder management

Communication

Team collaboration

Attention to detail

Education

Certificate IV in Life Insurance

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

Reporting to the Team Manager, the Lead Case Consultant role is responsible for providing technical expertise and coaching to a team of Claims Consultants to support our customers during their time of need and deliver an exceptional customer experience.

Applying your technical expertise, you will support the management of complex claims, assist Claims Consultants in managing their claims portfolios, and contribute to a range of operational activities including reporting, process improvement and special projects.

How Will You Make an Impact?

• Provide technical expertise, coaching and day-to-day guidance to Claims Consultants.
• Support the effective management of complex claims and customer matters.
• Promote high-quality claims outcomes through collaboration, knowledge sharing and continuous improvement.
• Support the Team Manager in monitoring team performance, workflow and operational priorities.
• Partner with internal and external stakeholders to deliver positive customer outcomes.
• Contribute to the management of complaints, escalations and regulatory matters in line with business and compliance requirements.
• Ensure claims activities are managed in accordance with relevant policies, procedures and service standards.

About You

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

• Extensive Life Insurance Claims experience, with a strong understanding of relevant legislation and regulatory requirements.
• Demonstrated technical expertise in claims assessment, policy interpretation and claims management.
• Experience providing coaching, guidance and support to others within a claims environment.
• Strong stakeholder management and relationship-building skills.
• Excellent communication skills, with the ability to influence and achieve positive outcomes.
• Ability to work collaboratively and build effective partnerships across teams.
• Strong organisational skills, with the ability to manage competing priorities and meet deadlines.
• High attention to detail and a commitment to delivering quality customer outcomes.
• Knowledge of medical terminology (desirable).
• Certificate IV in Life Insurance or equivalent industry qualifications (desirable).

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.