Insurance Specialist – Superannuation

We are recruiting on behalf of one of my superannuation clients who is looking to add an experienced Member Incident Resolution Specialist to their operations team.
 
This is a hands-on role suited to someone who enjoys getting into the detail, owning complex matters end to end, and genuinely improving outcomes for members when things haven’t gone to plan.

The role

 
You’ll be responsible for managing and resolving member incidents, complaints and escalations, primarily within an insurance and superannuation environment. This includes investigations, root cause analysis, remediation, and ensuring matters are closed fairly, accurately and within SLA.
 
You’ll work closely with operational leaders, complaints, risk and compliance teams, and will have direct interaction with members, often during sensitive or challenging situations.
 
Key responsibilities include:

• End-to-end case management of incidents through to resolution
• Investigating issues, completing root cause analysis and documenting outcomes
• Coordinating and authorising remediation within delegated authority
• Managing member communications via phone and email
• Meeting regulatory, risk and compliance obligations (including 3 Lines of Accountability)
• Identifying trends, gaps and opportunities for process improvement
• Supporting quality assurance, audits and continuous improvement initiatives
• Collaborating across teams to prevent repeat incidents

About you

This role will suit someone who is calm under pressure, detail-driven and confident navigating complex regulatory and operational environments.
 
You’ll ideally bring:

• 2+ years’ experience in superannuation / Insurance (operations, insurance or member services)
• Proven experience managing incidents, complaints or escalations in financial services
• Exposure to group life insurance environments (highly regarded)
• Strong investigation and root cause analysis skills
• Sound knowledge of superannuation legislation and regulatory frameworks
• Excellent written and verbal communication skills
• The ability to explain complex issues clearly and empathetically to members
• Strong stakeholder engagement skills across multiple teams

Why consider this role?

• Meaningful work supporting members during complex or difficult situations
• Exposure to incident management, risk and compliance at a senior operational level
• Collaborative, values-driven environment

If you’re an experienced superannuation or insurance professional looking for a role with real impact and ownership, I’d love to have a confidential discussion.
 
�� Apply via SEEK or reach out directly for more information.