This is a Family Law Case Manager, Protect role with Aware Super based in Melbourne, VIC, AU Aware Super Role Seniority - mid level More about the Family Law Case Manager, Protect role at Aware Super Your SUPER career starts here As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world. Sound good? Learn more about us and what we do at aware.com.au Your New Role In this role, you'll be responsible for the end‑to‑end management of family law superannuation matters, as well as providing administrative and case management support across insurance exceptions and compassionate release requests. You'll work closely with internal stakeholders, external insurers and, most importantly, our members. This is a highly people‑focused role, suited to someone who combines strong technical capability with genuine care and attention to detail. Some responsibilities include: Manage family law processing end‑to‑end, including documentation, correspondence and registry updates; Process insurance and underwriting exceptions, liaising with external insurers as required; Prepare and issue clear, accurate member correspondence outlining outcomes and next steps; Support members through early release of super on compassionate grounds, ensuring compliance with risk and regulatory requirements; Respond to member enquiries via phone (preferred channel) and email with empathy and professionalism; Monitor outstanding cases, follow up proactively and escalate complex matters where needed; Complete quality assurance checks, data remediation and incident reporting in line with risk and compliance frameworks; and Contribute to continuous improvement by maintaining procedures and supporting knowledge sharing within the team. How do you exceed our expectations? The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple; Certificate IV or Diploma of Superannuation Administration or qualifications in insurance or a related field; RG146 compliance; Experience in superannuation administration, ideally within a customer‑focused environment; Exposure to family law superannuation processes, insurance administration or early release payments is highly regarded; Strong customer service skills, including confidence handling inbound and outbound phone conversations; Excellent attention to detail and ability to manage multiple cases simultaneously; Clear written and verbal communication skills, with the ability to explain complex outcomes sensitively; A calm, resilient approach when working with members during emotionally challenging circumstances; Strong systems capability and confidence working across registry and case management tools; You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow. Employee Experience We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life. Why you'll love working at Aware Super: Have a super impact: You'll think big and care deeply to help more Australians live their best lives in retirement. Be part of something super unique: You'll work to reshape super and retirement. We'll invest in your growth and give you the opportunity to work on career-defining projects. Work with super humans: You'll work hard and innovate, but also have some fun along the way. Feel super cared for: We'll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones. The Aware Super difference At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Aware Super team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing family law processing Processing insurance exceptions ❤️ Supporting members Key Strengths Customer service skills Attention to detail ️ Communication skills Superannuation knowledge ⚖️ Family law processes ️ Systems capability A Final Note: This is a role with Aware Super not with Hatch.
