Case Manager

MUFG Pension \& Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day.

MUFG Retirement Solutions is the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth.

We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people.

The Role

As a Case Manager, you will play a critical role in delivering quality outcomes for members and beneficiaries by managing insurance-related claims from initiation through to completion. Balancing member needs with operational requirements, you will take ownership of the end‑to‑end claims process to ensure claims are accurately set up, effectively managed, and paid correctly.

This role is highly customer‑focused and requires strong communication, attention to detail, and the ability to manage sensitive and often complex situations with empathy and professionalism.

*This is a 12-Month Fixed Term Contract

Key Accountabilities and main responsibilities

• Take end‑to‑end ownership of Death, TPD, TI, IP, PI and related insurance claims, communicating clearly and proactively with members and beneficiaries throughout the claims lifecycle
• Manage a portfolio of claims in line with quality case management principles, operating standards, and service level agreements
• Minimise delays through effective workflow management, proactive follow‑ups, and timely decision‑making
• Build positive relationships with members and beneficiaries by establishing rapport, actively listening, and responding accurately to enquiries
• Handle sensitive and difficult conversations with empathy, professionalism, and accountability, ensuring member needs are understood and addressed
• Ensure all correspondence, documentation, and payments are accurate, complete, and provided within agreed timeframes
• Maintain high quality standards with minimal errors or breaches, contributing to overall team and departmental performance
• Collaborate effectively with Specialists, Team Leaders, and broader stakeholders to achieve shared outcomes
• Ensure compliance with all legislative, policy, procedural, financial, and quality requirements
• Support continuous improvement initiatives and adapt positively to change to enhance customer outcomes Actively develop claims knowledge and personal capability through ongoing learning and on‑the‑job development

Experience \& Personal Attributes

• Sound understanding of relevant legislation, compliance requirements, and industry practices
• Strong verbal and written communication skills
• Demonstrated ability to manage multiple tasks, prioritise workloads, and meet tight deadlines
• High level of empathy with the ability to understand and respond to member needs
• Proven capability to manage difficult conversations with professionalism and care
• Strong attention to detail, investigation, and problem‑solving skills
• Ability to build and maintain effective working relationships across teams and stakeholders
• Customer‑centric mindset with a strong sense of ownership and accountability
• Prior Group Life insurance experience is desirable but not essential
• RG146 / ASFA qualifications desirable
• Tertiary qualifications or relevant experience in insurance, financial services, legal, business, or related disciplines (desirable)

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Some of our Employment Benefits

• FlexiWorks – enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning \& Development - Development at your fingertips via self-paced learning, including educational assistance supportv
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft! Novated Car Leasing

Culture at MUFG Pension \& Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension \& Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

Background Checks

Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.

MUFG Pension \& Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension \& Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension \& Market Services journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension \& Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.