Quality and Technical Specialist
Hostplus
Date: 11 hours ago
City: Melbourne, Victoria
Contract type: Full time
How will you make an impact?
Are you passionate about making a positive impact to our members dignified retirement?
The Quality and Technical Specialist is responsible for supporting the Insurance Claims and ServicePlus department with the completion of a variety of key insurance obligations and accountabilities across the entire claims team. The role will provide high-level technical claims support, training and coaching along with performing a variety of key quality assurance activities. The role requires a deep understanding of insurance and superannuation policies, claims handling procedures, and the ability to manage multiple complex tasks efficiently. The role is responsible for supporting and maintaining a culture of high professional standards and service excellence within the Claims team, identifying improvement opportunity areas (process, systems, skills) within the team and will act as a business SME on related projects and programs ensuring high quality service delivery for our members.
The opportunity
As the Quality & Technical Specialist, you will play a key role in supporting the Claims and ServicePlus teams through quality assurance, training, and technical expertise. You’ll conduct regular audits and provide detailed reporting at team and individual levels, offering insights and recommendations to drive service excellence and compliance.
You’ll work closely with Team Managers to deliver coaching and feedback, support the implementation of the Accreditation Framework, and maintain the Claims Capability Matrix to align with evolving training needs. Your role includes delivering induction and ongoing training, developing new training modules, and identifying opportunities for process and quality improvements.
As a subject matter expert, you’ll provide technical advice on insurance and superannuation matters, contribute to the development of policies and procedures, and ensure alignment with legislative and regulatory obligations. You’ll also help build and maintain governance frameworks, support risk management initiatives, and foster strong relationships with insurers and key partners.
About You
Benefits
Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:
About Us
At Hostplus, we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.
Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?
Our commitment to diversity and inclusion
We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.
We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at [email protected] and to let us know how we can support.
How do I apply?
If you are interested in this opportunity, please follow the prompts to make an application.
We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check.
Are you passionate about making a positive impact to our members dignified retirement?
The Quality and Technical Specialist is responsible for supporting the Insurance Claims and ServicePlus department with the completion of a variety of key insurance obligations and accountabilities across the entire claims team. The role will provide high-level technical claims support, training and coaching along with performing a variety of key quality assurance activities. The role requires a deep understanding of insurance and superannuation policies, claims handling procedures, and the ability to manage multiple complex tasks efficiently. The role is responsible for supporting and maintaining a culture of high professional standards and service excellence within the Claims team, identifying improvement opportunity areas (process, systems, skills) within the team and will act as a business SME on related projects and programs ensuring high quality service delivery for our members.
The opportunity
As the Quality & Technical Specialist, you will play a key role in supporting the Claims and ServicePlus teams through quality assurance, training, and technical expertise. You’ll conduct regular audits and provide detailed reporting at team and individual levels, offering insights and recommendations to drive service excellence and compliance.
You’ll work closely with Team Managers to deliver coaching and feedback, support the implementation of the Accreditation Framework, and maintain the Claims Capability Matrix to align with evolving training needs. Your role includes delivering induction and ongoing training, developing new training modules, and identifying opportunities for process and quality improvements.
As a subject matter expert, you’ll provide technical advice on insurance and superannuation matters, contribute to the development of policies and procedures, and ensure alignment with legislative and regulatory obligations. You’ll also help build and maintain governance frameworks, support risk management initiatives, and foster strong relationships with insurers and key partners.
About You
- Five plus years’ experience in superannuation and life insurance claims administration
- Minimum three years’ experience in a Senior Claims position
- Demonstrated technical proficiency in assessing all types of life claims
- Proven experience in a relationship and Case management environment
- Strong ability to manage competing priorities and meet tight deadlines
- Detailed understanding of the superannuation industry and relevant legislation
- RG146 qualification is essential
- Tertiary qualifications in a related discipline and insurance-related qualifications (e.g. AIA) are desirable
Benefits
Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:
- Hybrid and flexible work environment
- 15% superannuation
- Additional paid leave over Christmas and New Year
- Additional 5 days paid “flex leave”, so that you can take time out when you need it
- 18 weeks paid parental leave
- Total Wellness Program, including benefits such as free flu shots, comprehensive EAP support, access to medical experts and wellness related events throughout the year
- 3 days community service leave
- 4 weeks paid gender affirmation leave
- Access to long service leave at 5 years
- Access to subsidised financial advice
- Dedicated per person development budget to support your growth
About Us
At Hostplus, we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.
Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?
Our commitment to diversity and inclusion
We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.
We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at [email protected] and to let us know how we can support.
How do I apply?
If you are interested in this opportunity, please follow the prompts to make an application.
We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check.
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