Background information about the job or company (e.g., role context, company overview)

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.

Your New Role

This permanent opportunity reports to the Manager Member Resolutions, the Member Resolution Officer – Insurance is part of the Member Resolution within the broader Member Sentiment Team.

The role is responsible for investigating and resolving complaints to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through, education and communication of colleagues and stakeholders.

Responsibilities or duties

Key duties include but are not limited to:

• Demonstrated ability to think critically and apply an objective approach to claim assessment.
• Conduct independent reviews of insurance claims on behalf of the AustralianSuper Trustee to ensure quality decision making in-line with statutory requirements and risk management.
• Maintain strong working relationships with internal and external stakeholders including insurers to ensure the efficient review and handling of all claims, with an emphasis on declined, disputed, or litigated claims.
• Investigate and identify the root cause of the complaint.
• Monitor your work queue to ensure timely and effective completion of complaints to a high quality.
• Ensure a collaborative partnership with our external partners to ensure best outcomes for members.
• Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.

Qualifications or requirements (e.g., education, skills)

Experience needed

3+ years life insurance claims assessment experience including knowledge and understanding of applicable legislation and regulations, including but not limited to: Superannuation Industry (Supervision) Act 1993, Superannuation Industry (Supervision) Regulations) 1994, Insurance Contracts Act 1984.

Prior claims complaint handler experience.

Demonstrated understanding of the role, functions and obligations of the Trustee and fiduciary obligations

Excellent written and verbal communication skills.

Good stakeholder management skills, with the ability to engage effectively at all levels.

Organisational skills with the ability to prioritise and manage the range of tasks required of this position.

Interpersonal skills which foster cooperation and teamwork in a close team environment.

An ability to work independently and autonomously to achieve excellent outcomes.

An excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications

Should be highly results oriented

• Demonstrated ability to think critically and apply an objective approach to claim assessment.
• Conduct independent reviews of insurance claims on behalf of the AustralianSuper Trustee to ensure quality decision making in-line with statutory requirements and risk management.
• Maintain strong working relationships with internal and external stakeholders including insurers to ensure the efficient review and handling of all claims, with an emphasis on declined, disputed, or litigated claims.
• Investigate and identify the root cause of the complaint.
• Monitor your work queue to ensure timely and effective completion of complaints to a high quality.
• Ensure a collaborative partnership with our external partners to ensure best outcomes for members.
• Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.

• Critical thinking
• Objective approach to claim assessment
• Independent review of insurance claims
• Quality decision making
• Statutory requirements and risk management knowledge
• Strong working relationships with internal and external stakeholders
• Efficient review and handling of claims
• Complaint investigation and root cause identification
• Work queue monitoring
• Collaborative partnership
• Adherence to Fund Policies, Standards and Procedures
• Excellent written and verbal communication skills
• Good stakeholder management skills
• Organisational skills
• Ability to prioritise and manage tasks
• Interpersonal skills
• Ability to work independently and autonomously
• Excellent working knowledge of Microsoft Word, Excel, Outlook, and other Microsoft applications
• Results oriented

• 3+ years life insurance claims assessment experience
• Knowledge and understanding of applicable legislation and regulations, including but not limited to: Superannuation Industry (Supervision) Act 1993, Superannuation Industry (Supervision) Regulations) 1994, Insurance Contracts Act 1984.
• Prior claims complaint handler experience.
• Demonstrated understanding of the role, functions and obligations of the Trustee and fiduciary obligations