claims escalations officer

• Investigate, reassess, and resolve complaints and rejected claims with empathy and clarity.

• Manage around 30 inbound/outbound member calls daily.

• Break down fund rules, policy limits, and claims decisions so members feel heard and supported.

• Process direct credit reversals and utilize internal claims systems (ELMO/Claims Portal).

Work Schedule & Location

• Hours: Monday to Friday, 9:00 AM – 5:15 PM.

• Location: Parramatta office for initial 2-4 week training, then a flexible hybrid model (2 days in-office: Tuesdays & Wednesdays).

Salary & Benefits

• Base: $80,000 + Super.

• Culture: Warm, collaborative team led by a highly approachable, long-term Team Leader.

• Opportunity: High potential to transition into a permanent role.

What We’re Looking For

• Background: Solid experience in customer service complaint handling, complex escalations, or health insurance claims.

• Communication: Exceptional phone manner with the ability to de-escalate tough conversations using patience and empathy.

• Mindset: People-first approach—we need someone who thrives on direct phone interactions and loves solving problems for customers rather than just managing cases behind a screen.

Ready for a role where your de-escalation skills are genuinely appreciated? Apply now or send your updated CV to lavender.pham@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.