Advanced Case Management Consultant

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 an experienced Advanced Case Management Consultant to join a specialist team responsible for managing complex, high-risk and sensitive claims. This role offers the opportunity to work across a diverse portfolio of cases, applying investigative thinking, sound judgment and strong technical expertise to achieve fair and balanced claim outcomes.

Working within a specialist function, you'll partner closely with Legal, specialist stakeholders and senior technical experts while building your expertise in one of the most complex and specialised areas of claims management.

How Will You Make an Impact

·         Manage an end-to-end portfolio of complex and high-risk claims, applying fraud and moral hazard indicators and assessment frameworks.

·         Analyse claim information, identify inconsistencies and assess behavioural indicators and potential risks.

·         Execute investigative activities and evidence-gathering strategies as directed.

·         Liaise with Legal and other specialists on claims requiring formal investigation or technical guidance per approved frameworks.

·         Build strong relationships with customers, advisers and key stakeholders.

·         Prepare comprehensive, accurate and legally defensible case documentation and detailed case notes.

·         Identify emerging risks and complex matters requiring escalation to senior technical expertise.

·         Execute the adverse decision process diligently for appropriate claims.

·         Deliver fair, professional and customer-focused claim outcomes.

·         Contribute to continuous improvement initiatives and team learning activities.

About You

You are a technically capable claims professional who enjoys managing complex work and delivering quality outcomes. You bring a proactive mindset, strong attention to detail and a commitment to excellence.

You thrive in an environment where no two claims are the same, enjoy building strong stakeholder relationships and approach your work with positivity, professionalism and diligence. You understand the importance of sound decision-making, compliance and risk management in a regulated environment.

You'll Bring:

·         Experience managing insurance claims, ideally within complex and high-risk claims environments.

·         Strong end-to-end case management capability.

·         Experience working with customers, advisers and key stakeholders in a professional manner.

·         The ability to analyse information, identify risks and make informed recommendations.

·         Excellent written and verbal communication skills, with the ability to document complex matters clearly.

·         Strong organisation and documentation skills, with meticulous attention to detail.

·         A commitment to quality, consistency, compliance and customer outcomes.

·         Resilience, professionalism and a collaborative team approach.

·         The ability to manage competing priorities in a fast-paced, regulated environment.

Join us in building confidence — for our customers, our communities and each other.

·         Your work makes a real impact. Everything we do helps our customers and their families live, save and retire with confidence, and your contribution will directly support that purpose.

·         You’ll help drive meaningful change. As an inclusive, dynamic and adaptable organisation, we offer a unique opportunity for you to grow while shaping the future of our organisation.

·         You’ll feel supported and included. Our team culture is flexible, collaborative and people‑centred, with hybrid working to help you balance life and work.

·         By making things simpler. We help our people operate efficiently, adapt easily and spend more time on meaningful work that drives personal and organisational growth.

·         We celebrate success. Our incentive and recognition programs ensure great work is acknowledged and rewarded.

·         Your wellbeing comes first. We offer tools, resources and benefits that support your whole self, including additional lifestyle leave.

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.