Customer Service & Support Jobs in Melbourne, Australia (Now Hiring) — 2,561 open — Page 3

At Acenda Group, everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence.

We bring together some of Australia and New Zealand’s most trusted life insurance brands. With over 176 years of combined heritage and deep expertise across our local markets, our Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand.

Backed by the global strength of Nippon Life, we are one of the largest life insurance businesses across Australia and New Zealand. More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.

We’re building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future.

If you’re energised by change and motivated by purpose, this is your moment to make an impact.
 

The Opportunity
We’re looking for a Case Consultant to join our Life Trauma & ECM team within Claims Operations space. This is an exciting internal development opportunity for someone looking to take the next step into claims assessment and build a rewarding career in Life Insurance Claims.

As a Case Consultant, you’ll manage a portfolio of claims, working closely with customers, advisers, medical professionals and internal stakeholders to deliver fair, timely and quality outcomes. This role offers the opportunity to develop your claims assessment capability and broaden your technical knowledge while making a meaningful difference during important moments in our customers’ lives.

How Will You Make an Impact

• Manage and assess a portfolio of Life Insurance claims from commencement through to decision.
• Deliver outstanding customer service and support customers through what can often be a challenging time.
• Collaborate with advisers, claimants, medical specialists and internal stakeholders to gather information and progress claims.
• Learn and apply policy definitions, processes and procedures to support accurate and timely claim decisions.
• Build strong stakeholder relationships through effective communication and empathy.
• Contribute to team performance by maintaining service standards, meeting timeframes and supporting positive customer outcomes.
• Proactively identify risks and ensure compliance with regulatory and operational requirements.

About You
You are a customer-focused professional with strong communication skills and a genuine desire to help people. You enjoy learning new processes, working within established frameworks and applying sound judgement to make decisions. You're comfortable balancing empathy with objectivity and can navigate complex situations while delivering positive customer outcomes.

Whether you come from a Claims Assessment, Customer Care, Policy Administration, Claims Support, a Case Associate role or another customer-focused operational environment, you're ready to take the next step in your career and develop your claims assessment capability.

You'll Bring

• Strong communication and relationship-building skills.
• Empathy and resilience when supporting customers through challenging circumstances.
• Ability to learn and apply processes, procedures and regulatory requirements.
• Strong organisational skills and attention to detail.
• Experience in Claims Assessment, Customer Care, Policy Administration, Claims Support, Case Associate or similar operational roles will be highly regarded.
• Ability to assess information, identify key issues and make balanced decisions.
• A growth mindset and willingness to develop technical claims knowledge.
   

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.