Lead Claims Coach, Life Insurance & Complex Cases

Asteron Life New Zealand; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Acenda Group is seeking a Lead Case Consultant to coach a team of Claims Consultants and support the management of complex life insurance claims. You will drive high‑quality customer outcomes and contribute to continuous improvement through reporting and stakeholder collaboration.

The role focuses on coaching, claims assessment, policy interpretation and ensuring alignment with regulatory requirements, while working in a dynamic environment with hybrid working arrangements to balance service

Qualifications

• 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).

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

Claims experience

Coaching

Stakeholder management

Communication skills

Collaboration

Organisational skills

Attention to detail

Regulatory knowledge

Medical terminology (desirable)

Education

Certificate IV in Life Insurance

Job description

Acenda Group is seeking a Lead Case Consultant to coach a team of Claims Consultants and support the management of complex life insurance claims. You will drive high‑quality customer outcomes and contribute to continuous improvement through reporting and stakeholder collaboration.

The role focuses on coaching, claims assessment, policy interpretation and ensuring alignment with regulatory requirements, while working in a dynamic environment with hybrid working arrangements to balance service