Claims Manager - (Work-from-home/Remote)

Join our Client Success Team and make a meaningful impact — one application at a time.

We’re on the lookout for a client-focused and detail-driven professional who thrives in a fast-paced, purpose-driven environment. If you excel at balancing empathy with precision and take pride in delivering compliant, compassionate service, you’ll feel right at home here.

ABOUT US

We are a purpose-driven service company committed to assisting individuals through one of life’s most challenging times. At SuperCare, we believe that health and well-being should always come first. As a pioneering Australian company, we empower eligible individuals to access essential medical treatments by facilitating the early release of their Superannuation on compassionate grounds. For over a decade, we have been making a meaningful impact, helping thousands ease their financial burdens while prioritising their health.

With offices strategically located in Sydney and Canberra, we provide nationwide support to ensure our clients receive the care they need, wherever they are. As industry leader, we are committed to continuous innovation, delivering exceptional client experiences, and fostering a workplace culture that promotes professional growth and collaboration.

As we continue to grow, we are excited to invite an experienced and highly competent Claims Manager to help with our mission of transforming lives.

While our headquarter is situated in Sydney, New South Wales, we are actively seeking candidates residing in Gold Coast, Queensland to cater specifically to our clients in that state. This remote position is ideal for individuals located in Queensland who can provide dedicated support during local business hours. In the near future, we plan to establish an office on the Gold Coast.

THE ROLE

The Claims Manager plays a pivotal role in ensuring client satisfaction and engagement. Responsible for managing a portfolio of assigned clients though each stage of the application process for the early release of Superannuation due to compassionate grounds. Ensure a seamless client experience through every touch point. Provide expert-level support to our clients, addressing inquiries, resolving issues, and going above and beyond to exceed expectations.

As a dedicated consultant, serve as the primary contact in addressing all client inquiries and concerns. Take ownership and accountable for a sustainable high level of performance in critical areas of (1) Client Engagement and (2) Service Delivery.

Ensure that clients are achieving their desired outcome as well as maximum value from SuperCare services. Nurture a Culture of Trust & Accountability by serving as a role model in reinforcing SuperCare Core Values and ethical behavior.

Provide valuable insights into continuous improvement of the service offerings as well as the Client Experience.

Responsibilities:

Review supporting documents to ensure compliance with ATO guidelines

Schedule the lodgment

Lodge the application to the Australian Taxation Office (ATO)

Maintain regular updates with clients in each stage of the application process, including ATO approval, through various channels, including phone calls, emails, and SMS

Resolve all client inquiries and concerns with empathy, urgency, and professionalism

Uphold SuperCare policies and procedures while adhering to service level agreements (SLAs) with clients

THE PREFERRED QUALIFICATIONS

At least 1 year of experience in a customer service role, preferably in a corporate setting within a service industry such as insurance and banking industries

Strong interpersonal skills and the ability to build rapport with clients and colleagues

Excellent written and verbal communication skills, with a keen attention to detail

Proficiency in using CRM and other relevant tools

Ability to thrive in a fast-paced environment and adapt to changing priorities

A proactive approach to problem-solving and a commitment to delivering exceptional service

A client-first mindset with a strong sense of empathy and accountability

THE OFFER

Competitive salary commensurate with experience

Opportunity for professional development and advancement within SuperCare

A dynamic and supportive work environment committed to an engaging Employee Experience

Comprehensive training program