Senior Insurance Specialist - Trustee Review

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Senior Insurance Specialist – Trustee Review, you'll play a key role in supporting complex insurance claims and complaints, providing technical expertise, coaching team members, and contributing to consistent, high-quality decision making across the Trustee Review function.

You'll act as a trusted technical specialist, reviewing complex claims matters, supporting submissions for delegated authority, conducting quality reviews, and helping team members strengthen their assessment and analytical capabilities. Your work will directly contribute to exceptional member and beneficiary experiences while ensuring claims are managed in line with legislative requirements, policy frameworks, and organisational standards.

Working closely with internal stakeholders, insurance partners, and committee members, you'll provide practical advice on complex claim matters, support continuous improvement initiatives, and contribute to the ongoing development of best-practice processes and training programs.

This role is ideal for someone who enjoys solving complex problems, influencing outcomes, developing others, and applying strong commercial and member-focused judgement in a highly regulated environment.

This role is a permanent opportunity and is based in Brisbane or Melbourne.

Day to day, you'll:

• Review and manage complex insurance claims and insurance-related complaints.
• Provide coaching, mentoring, and technical guidance to team members.
• Conduct peer reviews and quality assurance reviews to support consistent decision making.
• Support team members in obtaining and maintaining delegated authority.
• Prepare, review, and contribute to submissions for committees and trustee decision-making.
• Provide technical advice on insurer decline matters and complex claims assessments.
• Assist with portfolio reviews to ensure claims are progressing appropriately.
• Support the resolution of member complaints, escalations, and complex disputes.
• Build and maintain strong relationships with internal stakeholders, insurance partners, members, and beneficiaries.
• Contribute to process improvements, training initiatives, and capability uplift programs.
• Analyse data and prepare reports to support operational and business outcomes.
• Present complex claim matters to governance committees when required.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You hold ASFA100 certification or RG146 superannuation compliance.
• Your experience includes insurance claims assessment and review within superannuation or financial services.
• You'll have demonstrated knowledge of legislation and regulatory requirements relevant to insurance claims administration.
• You're experienced managing complex disputes, complaints, or matters involving AFCA.
• You have strong stakeholder management skills and can influence outcomes across multiple parties.
• Your analytical and problem-solving skills enable you to navigate complex and sensitive claim matters.
• You'll communicate technical information clearly to both specialist and non-specialist audiences.
• You're capable of preparing high-quality reports, recommendations, and committee submissions.
• You have experience coaching, mentoring, or developing capability within a team environment.
• Your understanding of superannuation insurance products and claims frameworks is highly regarded.
• You'll bring relevant tertiary qualifications in law, financial services, insurance, or a related discipline, or equivalent experience.
• You're committed to delivering fair member outcomes and exceptional service.