Claims Case Manager

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

The Deceased Estates Team is responsible for managing and settling customer accounts following a member's death across CFS superannuation, pension, investment, and cash products. The team provides support to beneficiaries, executors, legal representatives, and advisers throughout the claims process, ensuring claims are assessed accurately, compassionately, and in accordance with legislative and trustee requirements.

Your Responsibilities

• Manage end-to-end deceased estate and death benefit claims across CFS products. This includes Investment, Superannuation and Pension products.

• Process notifications of death and issue claim packs to beneficiaries and representatives.

• Communicating effectively with customers to ensure they are clear on claim requirements and processes.

• Building effective relationships with customers, third parties and internal stakeholders.

• Review and assess legal documentation, including death certificates, probate, letters of administration, wills, indemnities, and beneficiary information and follow up on any outstanding requirements via verbal and written channels.

• Ensuring all decisions made in relation to a claim are in line accordance with SIS legislation, trust deed requirements, business rules, and industry standards.

• Handle customer enquiries, complaints, objections, and claim-related escalations.

• Process death benefit payments and account closures once claims are approved.

• Contribute to operational reporting, risk management, quality assurance, compliance activities, and continuous improvement initiatives.

Your Capability and Experience

• Strong customer service and stakeholder management skills.

• Experience within the wealth management, superannuation, insurance, or financial services industry is highly regarded, particularly in the administration of deceased estate or death benefit claims.

• Be able to interpret and apply legislative, regulatory, and business requirements while effectively managing competing priorities.

• Strong analytical and problem-solving skills, with the ability to assess complex situations and make sound decisions.

• The ability to work effectively both autonomously and collaboratively within a team environment.

• Exceptional attention to detail, with a strong focus on quality, accuracy, and risk management.

• Effective prioritisation and organisational skills, with the ability to manage multiple competing demands while meeting service and regulatory requirements.

• Strong verbal and written communication skills, with the ability to engage empathetically with customers and confidently manage stakeholder relationships.

• Relevant tertiary qualification and RG146 will be highly regarded

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

• Additional day for your birthday
• Hybrid working model 
• Access to CFS Employer Super
• Life Leave - 3 days per annum
• Access to Sonder who provides human-powered medical, mental health and safety support through one easy-to-use app enabling you to get support whenever and wherever you need. 
• Access to Corporate rates with BUPA Health Insurance
• Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential. 

Apply today and join us in helping Australians to achieve their financial freedom. 

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

This role is based on Gadigal Land (Sydney).