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About the Role
The Deceased Estates Team manages and settles customer accounts following a member's death across CFS superannuation, pension, investment, and cash products. The team provides support to beneficiaries, executors, legal representatives, and advisers throughout the claims process, ensuring claims are assessed accurately, compassionately, and in accordance with legislative and trustee requirements.
Responsibilities
- Manage end-to-end deceased estate and death benefit claims across CFS products, including Investment, Superannuation and Pension products.
- Process notifications of death and issue claim packs to beneficiaries and representatives.
- Communicate effectively with customers regarding claim requirements and processes.
- Build effective relationships with customers, third parties, and internal stakeholders.
- Review and assess legal documentation, including death certificates, probate, letters of administration, wills, indemnities, and beneficiary information, and follow up on outstanding requirements via verbal and written channels.
- Ensure all claim-related decisions align with SIS legislation, trust deed requirements, business rules, and industry standards.
- Handle customer enquiries, complaints, objections, and claim-related escalations.
- Process death benefit payments and account closures upon claim approval.
- Contribute to operational reporting, risk management, quality assurance, compliance activities, and continuous improvement initiatives.
Requirements
- Strong customer service and stakeholder management skills.
- Experience within the wealth management, superannuation, insurance, or financial services industry is highly regarded, particularly in the administration of deceased estate or death benefit claims.
- Ability to interpret and apply legislative, regulatory, and business requirements while effectively managing competing priorities.
- Strong analytical and problem-solving skills, with the ability to assess complex situations and make sound decisions.
- Ability to work effectively both autonomously and collaboratively within a team environment.
- Exceptional attention to detail, with a strong focus on quality, accuracy, and risk management.
- Effective prioritisation and organisational skills, with the ability to manage multiple competing demands while meeting service and regulatory requirements.
- Strong verbal and written communication skills, with the ability to engage empathetically with customers and confidently manage stakeholder relationships.
- Must have full work rights in Australia.
- Background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed.
Skills
- Customer service
- Stakeholder management
- Wealth management
- Superannuation administration
- Insurance administration
- Financial services
- Deceased estate claims administration
- Death benefit claims administration
- Legislative interpretation
- Regulatory interpretation
- Business requirement interpretation
- Priority management
- Analytical skills
- Problem-solving skills
- Autonomous work
- Collaborative work
- Attention to detail
- Quality focus
- Accuracy focus
- Risk management
- Prioritisation skills
- Organisational skills
- Verbal communication
- Written communication
- Empathetic communication
- Stakeholder relationship management
Location
- Sydney
Work Type
- Hybrid working model
Education Level
- Relevant tertiary qualification
- RG146
Benefits
- Additional day for your birthday
- Access to CFS Employer Super
- Life Leave - 3 days per annum
- Access to Sonder (medical, mental health, and safety support)
- Access to Corporate rates with BUPA Health Insurance
- Confidential coaching and counselling services
About the Company
- At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential.
- At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.
- Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.
Equal Opportunity
- We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential.
- We are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.