About the RoleAs part of the MI-Life team, the Life Insurance Administrator (LIA) is responsible for the day-to-day administration of the closed back book of insurance. The LIA handles member enquiries, policy maintenance, payments, standard underwriting, and claims administration, ensuring members receive accurate, timely, and professional service. This role encompasses both direct and indirect member contact via email and phone providing General Advice only. Key Accountabilities: Inbox Management & Member Queries• Monitor and triage the Administration inboxes, ensuring all inbound enquiries are responded to, routed, or escalated within agreed service standards.• Respond to member and third-party enquiries via email and phone in a professional and timely manner.• Maintain the inbox to ensure requests are managed accurately and without unnecessary delay.• Ensure any complaints received are recorded and escalated in line with Avant’s internal complaints handling policy and legislative requirements.• Ad hoc tasks requested by team or via the administrative inboxes Policy Administration• Process policy maintenance requests for the closed book, including contact updates, payment changes/processing, and document reissues.• Maintain accurate member records across all administration platforms, always ensuring data integrity.• Issue dishonour and lapse notices to members and support dishonor follow-up activities where required.• Prepare and distribute member quotes for upgrades to existing cover as required Standard Underwriting & Claims Administration• Request and collect routine underwriting requirements for upgrades to existing cover.• Liaise with the insurer for standard underwriting clarifications, escalating complex cases as needed.• Issue appropriate claim forms and request required documentation from members.• Collate and follow up outstanding claims requirements, forwarding completed documentation to the insurer.• Maintain accurate records of underwriting submissions, claims requirements, and outcomes. Key Capabilities Required (Qualifications, Experience and Skills) • Previous administrative experience in life insurance, financial advice, and/or adviser services is essential• Proficient in MS Office (Outlook, Word, Excel, PowerPoint) and internal CRM / administration platforms• Effective written and verbal communication skills• High attention to detail and commitment to accuracy in data and documentation Preferred Capabilities (Qualifications, Experience and Skills) • Experience in life insurance administration is essential• RG146 Tier 1 Life and Superannuation• Knowledge of superannuation and financial planning• Experience with life insurance policy maintenance software.• Experience with Xplan or similar financial planning CRM• Familiarity with life insurance regulatory obligations including General Advice boundaries Equal Opportunity Statement: Avant supports doctors so they can serve Australia’s diverse communities. Having diversity in our workforce brings valuable perspective and strengthens our ability to support healthcare professionals. We therefore welcome people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA individuals, people with disabilities, and those with caring responsibilities. Our inclusive workplace is somewhere everyone can succeed.
