Description Overview As an Insurance and Claims Customer Service Officer (ICCSO), you’ll be the first point of contact for members, claimants, and solicitors via phone (inbound/outbound) regarding new and existing insurance claims. Your goal is to deliver an exceptional customer experience through accurate, timely, and empathetic support. Hybrid working conditions- 50% in the office per fortnight Career pathways Keen interest in a career in Life Insurance and Claims Key Accountabilities and Main Responsibilities Operational Management Deliver excellent customer service on all inbound and outbound calls. Resolve queries efficiently, taking ownership for first call resolution. Provide accurate updates and guidance throughout the claims process. Demonstrate empathy and professionalism in every interaction. Maintain strong knowledge of insurance claims procedures and systems. Consistently meet or exceed KPIs. Adapt to changing business needs, including shift flexibility when required. Contribute positively in team meetings and celebrate shared successes. Actively develop skills and knowledge through feedback and training. Support continuous improvement initiatives within the team. Display motivation and a proactive approach to learning and industry awareness. Governance & Risk Comply with all legislative, privacy, and policy requirements. Experience & Personal Attributes Strong customer service focus with excellent communication skills. Ability to interpret complex information and explain it clearly. Consistent record of meeting targets and delivering results. Reliable, punctual, and able to thrive under pressure. Skilled in handling sensitive or challenging conversations with empathy and resilience. Open to feedback and committed to professional growth. Strong problem-solving ability and attention to detail. Proficient in MS Office and confident using digital platforms. Collaborative team player with a desire to grow within the superannuation industry. Some of our Employment Benefits: Flexible working– enabling our employees to work in the office and at home Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave Employee Recognition Program - to recognise people who are demonstrating our values and Talent Referral Program Salary Sacrificing via Superannuation Employee Assistance Program Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft! Novated Car Leasing Culture @ MUFG Pension & Market Services: We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. How to apply Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background/police screening check prior to commencement of employment.
