Insurance Claims Specialist/Team Lead | 12-month Max Term Contract

Careers with Impact 

More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world. 

HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members – and we are proud to serve them. 

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

As an Insurance Claims Specialist, you’ll play a critical role in ensuring our members and their beneficiaries feel supported and protected when it matters most. You’ll drive improvements in how we deliver our death, terminal illness and permanent incapacity claims payments, insurance services, coach and empower our team, and help create simpler, smarter, and more meaningful member experiences. 
 

Reporting to the Insurance Claims Manager and collaborating across the Member Service Performance team, management, and employees across the wider business – you’ll also partner with our Administrator (GROW Inc), Insurers, other external service providers and stakeholders. 
 

What You’ll Do 

• Coach and support: Mentor team members on complex claims and escalations, helping them deliver fair, compliant, and empathetic resolutions for members. 
• Resolve and prevent issues: Manage reporting and performance of the end-to-end death, terminal illness and permanent incapacity claims process – ensuring member satisfaction, regulatory compliance, and continuous improvement through root cause analysis. 
• Be a trusted expert: Provide subject matter expertise on insurance product design, communications, and business changes to ensure our products and processes reflect member needs. 
• Lead improvement initiatives: Review analytics, reporting, and performance dashboards to identify and deliver opportunities that enhance operational efficiency and member outcomes. 
• Drive positive change: Improve and oversee processes and ways of working for the Insurance Claims team – from compliance initiatives to process redesign – ensuring every change enhances member value and meets regulatory standards. 
• Champion collaboration: Facilitate stakeholder forums to align teams, implement process improvements, and drive a consistent, high-quality member experience. 

What You’ll Bring 
 

• Experience in a similar role (death, terminal illness and permanent incapacity claims payments) within superannuation or financial services. 
• Strong background in insurance administration and member service delivery. 
• Demonstrated ability to lead, coach, and inspire high performing teams. 
• Excellent communication and stakeholder management skills, with the ability to build trusted relationships across teams and external partners. 
• Experience improving processes and services for death, terminal illness and permanent incapacity claims payments. 
• Strong knowledge of insurance standards, legislation, and regulations, with sound group insurance product expertise. 
• Broader understanding of financial services (superannuation, insurance, pensions) and RG146 compliance. 
• Tertiary qualifications in business, law or a related discipline (highly regarded, not essential).

Bring your insurance claims expertise and passion for mentoring and coaching teams 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 $5k 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, 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.