Member Resolutions Officer - Insurance
AustralianSuper · Melbourne
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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.
As a Member Resolution Officer - Insurance, you will be part of the Member Resolution team within the broader Member Sentiment Team, investigating and resolving insurance complaints to support fair, effective and timely outcomes in line with Fund and regulatory requirements.
This role will suit someone who can work autonomously, contribute to process improvement, respectfully challenge views where required, and collaborate with colleagues and stakeholders to improve member experience, service and engagement.
Your New Role (12-month fixed term)
In this role, you will conduct independent reviews of insurance claims on behalf of the AustralianSuper Trustee, with a focus on quality decision making, fair complaint resolution and strong stakeholder engagement.
You will work closely with internal teams and external partners, including insurers, to review and resolve claims complaints, identify root causes, support best practice complaint handling and help reduce the number of matters that escalate to external dispute resolution.
Key duties include but are not limited to;
- Conduct independent reviews of insurance claims on behalf of the AustralianSuper Trustee to support quality decision making in line with statutory requirements and risk management.
- Investigate and identify the root cause of complaints, with a focus on fair, effective and timely resolution.
- Challenge insurer decisions where appropriate and maintain strong working relationships with internal and external stakeholders.
- Monitor your work queue to ensure complaints are completed in a timely and effective way and to a high standard.
- Ensure all activities are delivered in line with legislative and Fund requirements, including RG 271 and the IDR Policy.
- Identify and report possible systemic incidents, breaches and complaint-related incident management requirements.
- Provide subject matter input to claims-related and operational projects that improve member service, increase efficiency or reduce risk to the Fund.
What You’ll Need
- At least three years’ experience in superannuation, life insurance or a related role.
- Three or more years’ life insurance claims assessment experience, including knowledge of applicable legislation and regulations.
- Claims complaint handling experience, with three or more years preferred.
- A detailed understanding of the claims processing lifecycle, Trust Deeds and Policy documents.
- Demonstrated understanding of the role, functions and obligations of the Trustee and fiduciary obligations.
- Excellent written and verbal communication skills, high attention to detail and strong stakeholder management skills.
- Strong organisational skills, with the ability to prioritise, work autonomously and achieve excellent outcomes.
- Tertiary qualification in financial services, superannuation or risk management is desired.
- RG 146 accreditation is desired and will need to be attained if not currently held.
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.
Resolve insurance complaints and claims reviews to deliver fair, timely outcomes for members.