Lead Life Insurance Claims Coach

Acenda Group; Melbourne, Brisbane, Sydney; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Hybrid working

Lifestyle leave

Incentive programs

Job summary

Acenda Group is seeking a Lead Case Consultant in Melbourne to provide technical claims guidance and coaching to a team of Claims Consultants. You will support complex claims, ensure high-quality outcomes, and drive improvements across processes and reporting.

Reporting to the Team Manager, you will collaborate with internal and external stakeholders to achieve positive customer outcomes, manage escalations, and ensure compliance with policies and regulations. Hybrid work is available.

Qualifications

• Extensive Life Insurance Claims experience with regulatory knowledge.
• Technical expertise in claims assessment and policy interpretation.
• Experience coaching and supporting others in a claims environment.
• Strong stakeholder management and relationship-building skills.
• Excellent communication and collaboration capabilities.
• Organisational skills with ability to prioritise deadlines.

Responsibilities

• Provide technical expertise and coaching to Claims Consultants.
• Support the management of complex claims and customer matters.
• Promote high-quality outcomes through collaboration and continuous improvement.
• Monitor team performance, workflow and priorities.
• Partner with stakeholders to deliver positive customer outcomes.
• Contribute to complaints, escalations and regulatory matters.

Skills

Claims experience

Stakeholder management

Communication skills

Attention to detail

Team coaching

Education

Certificate IV in Life Insurance

Job description

Acenda Group is seeking a Lead Case Consultant in Melbourne to provide technical claims guidance and coaching to a team of Claims Consultants. You will support complex claims, ensure high-quality outcomes, and drive improvements across processes and reporting.

Reporting to the Team Manager, you will collaborate with internal and external stakeholders to achieve positive customer outcomes, manage escalations, and ensure compliance with policies and regulations. Hybrid work is available.