Claims Customer Representative

Claims Customer Representative - (26000004)

Job

: Full-time | Permanent

Job Level

: Group Level 1

Job Posting

: 20-Jan-2026, 12:26:03 AM

Unposting Date

: 19-Feb-2026, 12:59:00 PM

Primary Location

: Level 16, 727 Collins St 
Level 16 727 Collins St
 Docklands 3008
 | AU-VIC-Docklands

Description

Are you committed to bringing your best to life every day?

At Acenda, we draw on over 135 years of heritage to empower a brighter future with security and confidence.

Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same.

We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they’re proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other.

The Role

The Claims Concierge Representative serves as the first point of contact for members, providing compassionate, seamless and personalized support throughout a member’s journey from pre-claim to post-claim.

This role is pivotal in managing Fund and member inquiries, guiding members through claim lodgement and offering timely assistance with claim set up, documentation and requests for information in a professional and empathetic manner.

A key responsibility is the effective use of tools and resources to direct claims efficiently, ensuring they are routed to the appropriate teams for assessment and resolution. The Claims Concierge Representative also identifies and promotes early intervention opportunities and wellness initiatives such as VIVO, to enhance member support and wellbeing.

By leveraging available technology and services to streamline the claims lodgement process, the Claims Concierge Representative delivers proactive solutions that help members understand their benefits, address outstanding requirements, and access further support. This role is integral in creating exceptional and industry leading member experience ensuring members and funds feel valued and supported through every step of their journey.

About you

• Experience in customer service or claims-related roles, preferably within the Life Insurance Industry.

• Strong interpersonal skills and the ability to navigate complex situations empathetically

• Experience in phone-based roles such as call centre environments (desirable)

• Customer-service orientation (essential)

Bringing our best to life - why join us?

• We do work that makes a genuine difference to our customers, partners and community.

• We have a supportive, inclusive and flexible team culture, including hybrid working.

• We support your growth and development, and careers across our business units and teams that are as unique as our people.

• We reward and celebrate our successes, through our incentive and recognition programs.

• We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.

• We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our Reconciliation Action Plan and sustainability commitments.