Incident Response Analyst (Member and Insurance)

Careers with Impact

More than one million Australians trust us with their money, and that trust shapes how we work every day. Our members sit at the centre of everything we do, guiding our decisions and the impact we strive to make.

We’re looking for people who are purpose-driven and accountable, who value inclusion and collaboration, and who are proactive in managing risk to protect our members’ long-term outcomes. In return, you’ll be part of an organisation where your work contributes to strong returns, real-world impact, and a culture that reflects the communities our members serve.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

Join HESTA’s GROW Partnership team as an Incident Response Analyst and take ownership of member and insurance incidents from the moment they land through to resolution. You’ll be the central point of contact between HESTA, our administration partner and our insurer, driving remediation, protecting members’ best interests, and making sure every decision is documented and defensible. This is hands on work at the forefront of incident response, where what you do directly improves outcomes for more than one million members.

What You’ll Do

• Coordinate routine insurance and member administration incidents from intake through to closure.
• Act as the central point of contact between HESTA and our administration partner (GROW) and insurer (AIA).
• Lodge accurate, complete incident records into HESTA’s GRC tool to enable swift triage and partner action.
• Track remediation progress against agreed timeframes and proactively follow up on delays.
• Verify remediation outcomes align with HESTA policies, RG 277 requirements and members’ best interests.
• Identify systemic or complex matters and escalate to Specialists, Compliance and Legal as required.

What You’ll Bring

• Two or more years’ experience in life insurance (Group or Retail) at an insurer, administrator or superannuation trustee.
• Demonstrated experience managing incidents through the full lifecycle within superannuation or insurance.
• Understanding of RG 277 consumer remediation requirements including documentation, assumptions, communications and ex gratia.
• Awareness of RG 78 breach reporting, RG 94 unit pricing and relevant APRA standards (CPS 230, CPS 234).
• Strong third party coordination skills, with the ability to hold partners to account constructively.
• Meticulous documentation discipline and clear traceability across the incident lifecycle.
• Clear written and verbal communication, with the ability to engage confidently at all levels.
• Exceptional time management and the ability to manage competing priorities in a fast paced environment.
• RG146 compliant (or working towards), with knowledge of GRC systems and IDR/AFCA highly regarded.
   

Bring your incident management expertise and passion to HESTA - Apply now!

Benefits that matter and make a difference for our employees
 

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
• Your professional development matters, up to $5,000 per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.
 

Please note: Applications via recruitment agencies will not be accepted for this position.