Customer Specialist – Insurance Claims

About the role

As a Customer Specialist in Insurance Claims, you will play a vital role in providing exceptional service to our customers. Your primary responsibility will be managing Life Insurance claims (including fully and simplified underwritten products) as well as Consumer Credit Insurance (CCI) claims, to assist customers through a smooth and efficient process.

This position is essential for maintaining customer satisfaction and trust in our services, contributing to the overall success of our organisation by assessing claims fairly, accurately and in accordance with policy terms, legislation and internal guidelines. Our goal is to deliver a high standard of customer service during sensitive life events.

Responsibilities

• Manage Life insurance claims end‑to‑end, including Fully and simplified underwritten policies.

• Manage Consumer Credit Insurance (CCI) claims in line with policy and regulatory requirements.

• Evaluate and process claims documentation to ensure accuracy and compliance with company policies.

• Communicate clearly and respectfully with customers, third party representatives, medical providers and internal and external stakeholders.
• Communicate effectively with customers to address inquiries and resolve issues related to their claims.

• Collaborate with internal teams and/or external stakeholders to expedite claim resolutions and improve service delivery.
• Maintain detailed records of customer interactions and claims status in the company database.
• Contribute to team collaboration and continuous improvement.

About you

To be successful in this role, you will have:

• Experience in Life insurance claims and/or CCI claims, financial services, or a regulated customer service environment.
• Understanding of underwritten and simplified underwritten Life products.
• Ability to interpret policies, medical information and financial documentation.
• Strong written and verbal communication skills.
• Ability to handle sensitive or complex customer interactions with empathy and professionalism.
• Good attention to detail and sound decision‑making skills.
• Confidence working with policies, procedures and timeframes
• Strong organisational skills and ability to manage competing priorities.

What we offer

• A supportive and collaborative team environment.
• Meaningful work supporting customers at important life stages.
• Training and development opportunities within Life and CCI claims.
• Flexible working arrangements (where applicable).
• Hybrid working environment.
• Competitive remuneration and employee benefits including wellbeing days.

How to apply

Please submit your application via Employment Hero, including your resume and a brief cover letter outlining your suitability for the role.