Retail Case Consultant

Acenda Life Services Australia Pty Ltd; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Acenda Life Services Australia Pty Ltd is seeking a Case Consultant to manage a portfolio of group claims with accuracy and customer focus. You will interpret policy wording, assess entitlements and collaborate with stakeholders to drive fair outcomes.

The role supports a hybrid working arrangement, balancing office and remote work to fit business needs and personal life. Experience in claims, insurance or financial services is highly valued, and strong communication, resilience and empathy are

Qualifications

• Experience in group or retail claims is highly valued; however, candidates with experience in insurance, financial services or other customer‑focused environments are encouraged to apply.
• Resilience, empathy and strong communication skills are essential to guide customers and stakeholders.
• Proactively manage a portfolio of claims, applying policy wording, entitlement and risk management to ensure accurate, customer‑focused decisions.
• Strong organisational skills and attention to detail to balance priorities in a fast-paced environment.

Responsibilities

• Proactively manage a portfolio of claims to deliver timely outcomes for customers.
• Deliver exceptional service by supporting customers and collaborating with external stakeholders and authorised representatives.
• Work with internal and external stakeholders through case conferences, reviews and ongoing claim discussions.
• Apply policy wording with precision to assess eligibility, liability and benefit entitlements.
• Uphold compliance and risk standards by following processes and escalating issues when needed.

Skills

Communication skills

Resilience

Empathy

Attention to detail

Organisation

Policy interpretation

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.

This Case Consultant role is an exciting opportunity for someone who thrives in a purpose‑driven environment and wants to make a real impact in people’s lives. You’ll be part of a specialist team dedicated to managing complex claims and supporting customers through some of their most challenging life events. Resilience, empathy and strong communication skills are essential, as you’ll be guiding customers, external stakeholders and internal partners toward fair, timely and high‑quality outcomes. In this role, you’ll proactively manage a portfolio of group claims, applying your knowledge of policy wording, benefit entitlements and risk management to ensure every decision is accurate and customer‑focused. You’ll collaborate closely with a wide range of stakeholders, participate in case conferences and portfolio reviews, and use your written and verbal communication strengths to gather information and influence outcomes. Experience in group or retail claims is highly valued; however, candidates with experience in insurance, financial services or other customer‑focused environments are also encouraged to apply. Success here means being organised, detail‑driven and confident on the phone, while also demonstrating resilience and professionalism in a fast‑paced environment. If you enjoy problem‑solving, thrive under pressure and want to grow your expertise in claims management while delivering positive customer outcomes, this role offers a meaningful and rewarding career path.

This role embraces genuine flexibility, balancing remote work with meaningful in‑person collaboration. We offer a hybrid working arrangement that balances time in the office with working from home, giving you flexibility to shape your schedule around both business needs and personal life.

How will you make an impact?

• Proactively manage a portfolio of claims to deliver timely and appropriate outcomes for customers.
• Deliver exceptional service by supporting customers and collaborating closely with external stakeholders and authorised representatives.
• Work seamlessly with internal and external stakeholders through case conferences, reviews and ongoing claim discussions.
• Apply policy wording with precision to assess eligibility, liability and benefit entitlements confidently.
• Uphold compliance and risk standards by following processes, performing controls and escalating issues when needed.

About you

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

• Strong communication skills, with confidence engaging customers and stakeholders over the phone and in writing.
• Resilience, empathy and professionalism when supporting customers through the claims process.
• Experience in claims, insurance or financial services is highly regarded.
• Ability to interpret policy wording, assess information objectively and make sound, well‑reasoned decisions.
• High attention to detail, strong organisational skills and the ability to manage competing priorities under pressure.
• A collaborative mindset, contributing positively to team culture and stakeholder relationships.
• Commitment to compliance, risk awareness and following processes with accuracy and consistency.

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.

At Acenda Life, we exist to help our customers and their families live, save and retire with confidence. A member of the Nippon Life Group – the world’s largest mutual life insurer – we are one of the largest life insurers in Australia and New Zealand, supporting more than two million customers through life insurance, wealth protection and retirement solutions. With over 175 years of combined experience, we take a long‑term view, building for customers over decades, so they can be confident at every stage. That same belief shapes how we work. We empower our people to grow boldly, aim high and make an impact, and we’re looking for talented people who are curious, driven and committed to making a difference. Join us and you’ll work alongside experienced professionals, take on meaningful challenges and explore diverse career and learning pathways. Your development matters here. Whether you want to deepen your experience or expand your expertise, you’ll find the resources, support and flexibility to build a rewarding career while helping millions of people achieve confidence that lasts a lifetime. Explore our current opportunities and discover where you can take your career at Acenda Life.