Claims Service Officer
Core
Support members and claimants navigating terminal illness and death claims by guiding them through the claims process, preparing documentation, and lodging claims accurately.
Role type
Claims Service Officer
Builds
Terminal illness and death claim outcomes for AustralianSuper members
Domain
Superannuation and Insurance
Deliverable
client delivery
Required skills
customer service, claims process navigation, documentation preparation, system data entry, privacy compliance, stakeholder coordination, sensitive conversation management, problem-solving, Microsoft Office proficiency, claims management systems experience
Preferred skills
superannuation/insurance/legislative framework knowledge, training or certification in claims management or insurance, experience with emotionally sensitive matters
Responsibilities
Handle inbound calls regarding terminal illness and death claims; guide claimants through documentation and lodgement requirements; prepare and issue initial claim packs; lodge claims in relevant systems; maintain detailed call notes; collaborate with case managers and external providers; provide factual updates during sensitive conversations; identify efficiency improvement opportunities