Insurance Relationship and Service Delivery Coordinator

Acknowledgement of Country:

Hostplus acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past, present and emerging.

About us:

At Hostplus, we passionately provide our over 1.6 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will give your career meaning, whether you're in marketing, financial advice, Operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

About the role:

In your role as the Insurance Relationship and Service Delivery Coordinator, you will provide a superior customer service and positive claims experience to Hostplus members, claimants, and third-party representatives. Your day to day responsibilities will primarily involve the end-to-end management of TPD and IP superannuation insurance claims and the servicing of members face to face in the SuperHub Light office. 

About you:

You will be responsible for the following:

Customer Service

• Manage the end-to-end servicing of claims for Hostplus members and claimants, focusing on positive relationships, you will be responsible for a portfolio of claims which you will need to manage on a day-to-day basis;
• Provide a positive claims experience to the Hostplus membership and/or their dependants;
• Development, maintenance, and improvement in customer relationships;
• Conservation of existing business through membership education;
• Show initiative to build and maintain knowledge of claims industry AND
• Provision of superior customer service levels to the membership, their dependants and third-party representatives through best practice.

Claims

• High level knowledge of superannuation and life insurance products, claims, medical terms and the role and responsibility of a Trustee, including legislations for superannuation and life insurance;
• Demonstrated case management or claims assessment experience;
• A proactive service focus with the ability to build and manage relationship;
• Ability to manage and resolve complex claims both TPD & IP AND
• Monitor and manage respective insurers and ensure claims are progressing in accordance with service level agreements

Super Hub Light

• Proven experience in customer services or a call centre with previous experience in financial services being highly advantageous;
• Experience in understanding complex concepts and being able to explain them in simple terms;
• Experience working in a busy environment and prioritising to meet deadlines;
• Proven experience in building rapport with internal and external customers;
• Good knowledge of superannuation and/or insurance and/or advice models will be advantageous AND
• A friendly, caring, can-do approach to work is a must

Why work for us:

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open & flexible workplace. Some industry leading benefits we offer include:

• 15% superannuation.
• Access to subsidised financial advice.
• Salary packaging.
• Hybrid working arrangements, work remotely & in the office.
• Excellent EBA conditions eg: paid parental leave, long service leave at 5 years, additional leave over Christmas shutdown.

What next:

If you are interested in this opportunity, please follow the prompts to formally apply.

We are passionate about creating an inclusive workplace that promotes and values diversity. We believe diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our members, and the communities we operate in.

We welcome and encourage applications from people of all backgrounds, ages, religions, including Aboriginal and Torres Strait Islander Peoples, LGBTIQ+ people, those with a disability, women, and people with a cultural or linguistically diverse background.

We Care: We care about our work, our clients and colleagues.

Better Together: We’ve got each other’s backs, and we never walk alone.

Go For it: We are optimistic, and we focus on solutions, not problems.

Keep it real: We are honest, genuine, straightforward and transparent.

Be Proud: We are proud of who we are and the work we do every single day.