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About the Role

This Case Consultant role is an exciting opportunity for someone who thrives in a purpose-driven environment and wants to make a real impact in people's lives. You'll be part of a specialist team dedicated to managing mental health claims, supporting customers through some of their most challenging moments. Resilience, empathy and strong communication skills are essential, as you’ll be guiding customers, medical specialists and internal partners toward fair, timely and high-quality outcomes.

Responsibilities

Manage a portfolio of mental-health claims with empathy, accuracy and a strong focus on timely outcomes.
Deliver exceptional service by supporting customers and collaborating closely with medical specialists and authorised representatives.
Work seamlessly 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 needed.

Requirements

Strong communication skills, with confidence engaging customers and stakeholders over the phone and in writing.
Resilience, empathy and professionalism when supporting customers with mental-health related claims.
Ability to interpret policy wording, assess information objectively and make sound, well-reasoned decisions.
High attention to detail, strong organisational skills and the ability to manage competing priorities under pressure.
A collaborative mindset, contributing positively to team culture and stakeholder relationships.
Commitment to compliance, risk awareness and following processes with accuracy and consistency.
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.

Skills

Mental health claims management
Customer support
Stakeholder collaboration
Policy interpretation
Risk management
Communication (written and verbal)
Problem-solving
Organisation
Attention to detail

Location

Remote
Onsite

Work Type

Hybrid

Experience Level

Experience in group or retail claims
Related background such as psychology studies or mental-health support

Education Level

Psychology studies or related fields

Benefits

Incentive and recognition programs
Lifestyle leave
Tools, resources and benefits that support your whole self

About the Company

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.

Equal Opportunity

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.