MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day. MUFG Retirement Solutionsis the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people. The Role As a Case Manager, you will play a critical role in delivering quality outcomes for members and beneficiaries by managing insurance-related claims from initiation through to completion. Balancing member needs with operational requirements, you will take ownership of the end‑to‑end claims process to ensure claims are accurately set up, effectively managed, and paid correctly. This role is highly customer‑focused and requires strong communication, attention to detail, and the ability to manage sensitive and often complex situations with empathy and professionalism. Key Accountabilities and main responsibilities Take end‑to‑end ownership of Death, TPD, TI, IP, PI and related insurance claims, communicating clearly and proactively with members and beneficiaries throughout the claims lifecycle Manage a portfolio of claims in line with quality case management principles, operating standards, and service level agreements Minimise delays through effective workflow management, proactive follow‑ups, and timely decision‑making Build positive relationships with members and beneficiaries by establishing rapport, actively listening, and responding accurately to enquiries Handle sensitive and difficult conversations with empathy, professionalism, and accountability, ensuring member needs are understood and addressed Ensure all correspondence, documentation, and payments are accurate, complete, and provided within agreed timeframes Maintain high quality standards with minimal errors or breaches, contributing to overall team and departmental performance Collaborate effectively with Specialists, Team Leaders, and broader stakeholders to achieve shared outcomes Ensure compliance with all legislative, policy, procedural, financial, and quality requirements Support continuous improvement initiatives and adapt positively to change to enhance customer outcomes Actively develop claims knowledge and personal capability through ongoing learning and on‑the‑job development Experience & Personal Attributes Sound understanding of relevant legislation, compliance requirements, and industry practices Strong verbal and written communication skills Demonstrated ability to manage multiple tasks, prioritise workloads, and meet tight deadlines High level of empathy with the ability to understand and respond to member needs Proven capability to manage difficult conversations with professionalism and care Strong attention to detail, investigation, and problem‑solving skills Ability to build and maintain effective working relationships across teams and stakeholders Customer‑centric mindset with a strong sense of ownership and accountability Prior Group Life insurance experience is desirable but not essential RG146 / ASFA qualifications desirable Tertiary qualifications or relevant experience in insurance, financial services, legal, business, or related disciplines (desirable) . Some of our Employment Benefits FlexiWorks – 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 Company purpose. Talent Referral Program Salary Sacrificing via Superannuation Employee Assistance Program Learning & Development - Development at your fingertips via self-paced learning, including educational assistance supportv Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft! Novated Car Leasing Culture at 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 screening prior to commencement of employment. Background Checks Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.
