Senior Claims Advocate - Complex Claims (Hybrid)

Marsh; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Job summary

Marsh is seeking a Senior Claims Case Manager to join the Insurance Operations team. You will manage complex claims, provide advocacy to claimants, and coach colleagues. The role supports hybrid work with in-office presence at least three days per week across Sydney, Melbourne or Adelaide.

You will engage with claimants, insured parties, and internal teams to deliver high-quality claims experiences and contribute to continuous process improvements within a dynamic, global organization.

Qualifications

• VCE/HSC or equivalent.
• PS 146 compliant.
• Experience in insurance, ideally within group life insurance or superannuation.
• Excellent written and verbal communication skills, with well-developed organisation, time management, analytical and problem-solving skills.

Responsibilities

• Manage and resolve complex, high-risk, sensitive and escalated claims in a timely manner.
• Build and maintain effective relationships with claimants, members, authorised representatives, insurers and trustees.
• Provide personalised case management and advocacy to support a positive client and claimant experience.
• Process and peer review high-risk claims work to support quality and consistency.
• Coach and train GSD colleagues and Insurance Services team members on claims processes, systems and product knowledge.
• Contribute to process improvements, documentation and knowledge sharing across the team.

Skills

communication skills

time management

analytical

problem solving

Education

VCE/HSC

PS 146 compliant

Job description

Marsh is seeking a Senior Claims Case Manager to join the Insurance Operations team. You will manage complex claims, provide advocacy to claimants, and coach colleagues. The role supports hybrid work with in-office presence at least three days per week across Sydney, Melbourne or Adelaide.

You will engage with claimants, insured parties, and internal teams to deliver high-quality claims experiences and contribute to continuous process improvements within a dynamic, global organization.