Case 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 Role
This Case Consultant role is an exciting opportunity for someone who thrives in a purpose-driven environment and enjoys making a meaningful impact. You'll be part of a specialist team responsible for managing insurance claims and supporting customers through complex situations, ensuring fair, timely and high-quality outcomes.

In this role, you'll proactively manage a portfolio of claims, applying your knowledge of policy wording, benefit entitlements and risk management to deliver accurate and customer-focused decisions. You'll collaborate closely with a range of internal and external stakeholders, participate in case conferences and portfolio reviews, and use your strong communication skills to gather information and influence outcomes.

A background in insurance claims (group or retail) and experience working as a Case Consultant will be highly regarded. You'll bring strong analytical and critical thinking abilities, with the confidence to assess information objectively and make well-reasoned decisions.

Success in this role requires strong attention to detail, excellent organisational skills and the ability to manage competing priorities in a fast-paced environment. If you enjoy problem solving, working collaboratively and building your expertise in claims management, this role offers a rewarding career path.

This role embraces genuine flexibility, balancing remote work with meaningful in-person collaboration. We offer a hybrid working arrangement that supports both business needs and personal commitments.

How will you make an impact?

• Manage a portfolio of insurance claims with accuracy and a strong focus on timely outcomes.
• Deliver high-quality service by supporting customers and collaborating with stakeholders, including authorised representatives and service providers.
• Work closely with internal and external stakeholders through case conferences, reviews and ongoing claim discussions.
• Apply policy wording with precision to assess eligibility, liability and benefit entitlements confidently.
• Uphold compliance and risk standards by following processes, performing controls and escalating issues when required.

About you
To be successful in this role, you will demonstrate:

• Experience in an insurance environment, ideally within group or retail claims and/or Case Consultant roles.
• Strong analytical and critical thinking skills, with the ability to assess information and make sound decisions.
• Excellent attention to detail and organisational skills, with the ability to manage multiple priorities.
• Strong communication skills, with confidence engaging stakeholders both verbally and in writing.
• Good numerical skills and the ability to interpret and apply data accurately.
• A collaborative mindset, with the ability to build effective working relationships across stakeholders.
• Commitment to compliance, risk awareness and adherence to processes with accuracy and consistency

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 peoplecentred, 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.