At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.
Your New Role
Reporting to Manager, Bereavements Team, the role of Senior Case Manager primarily exists to manage a portfolio of complex death claims through to closure whilst supporting and assisting families and loved ones of deceased members, displaying compassion and empathy at all stages of the process.
You will play a key role in the Bereavements Team by resolving complex cases in an efficient and effective manner and providing support to other team members.
This role is a permanent role.
Some of your duties will include, but not limited to:
- Be a first point of contact for claimants ensuring they have all the factual information and are well informed of the claim process and progress, managing their claim with empathy, professionalism and in a timely manner.
- Ensure workflow is maintained at a high standard.
- Manage a small portfolio of complex claims through to completion.
- Perform quality assurance checks and provide effective feedback.
- Support your team with technical guidance on effective claim management.
- Support with escalations both written and verbal when required.
What You’ll Need
- Strong empathy skills when speaking to Claimants on the phone.
- Strong problem solving and solutions outcomes skills.
- Meticulous attention to detail and pride in performance.
- Relevant experience in a similar role (with an administrator or in superannuation insurance preferred).
- Excellent written and oral communication skills, including the ability to proofread, spelling & English grammar skills.
- Strong coaching skills to help promote the technical uplift of your team.
- Excellent organisational abilities to manage tasks according to priority.
Life at AustralianSuper
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
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Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.