Job title: Claims Engagement Representative
Position Type: Full Time, Fixed Term 12 months
Location: Remote-Australia/Canberra
Build a career with real purpose in our Customer Claims team
Looking for meaningful work where you can make a real impact and be part of a team as committed as you are? Join CSC’s Customer team and help shape outcomes that matter to more than 750,000 Australians.
You’ll be involved in sensitive, rewarding work alongside exceptional colleagues, in a team recognised for its supportive and collaborative culture. This role also offers strong opportunities for growth and career development within Claims and Case Management.
About the role
You will be responsible for end‑to‑end customer engagement, supporting and educating families and third parties throughout their Loss and/or Debt Recovery journey. You will manage the engagement and triaging of DB Notification of Death (NOD), Loss and Debt Recovery claims for the Customer Support and Claims Operations (CSCO) team, helping to support vulnerable customers during a time of grief. In your role as a Claims Engagement Representative, you will provide ongoing customer engagement and guidance through complex processes, with the aim of making a vulnerable period as easy and efficient as possible. This includes direct contact with customers via inbound and outbound calls, as well as written correspondence.
Key responsibilities
- Contribute to a professional, collaborative, innovative and positive team culture, where the claimant is the central driver.
- Providing best practice customer service, maintaining high quality customer engagement, communication and record keeping and the provision of an individualised service.
- Demonstrate resilience, empathy and compassion when interacting with customers experiencing difficult or sensitive circumstances.
- Working collaboratively within a team to ensure the completion of allocated work on a daily basis.
- Resolving all customer and third party enquiries received via a variety of communication channels.
- Triaging cases and liaising with Case Managers to ensure a seamless experience for customers.
- Actively contribute to change initiatives ensuring maximum support and service levels are maintained for customers at all times and aligned to changing needs.
- Meet business requirements within agreed timeframes and assist the broader team to ensure deadlines are consistently met.
- Raising and issuing invoices, reminder notices and statements.
- Providing administration and phone line support to the CSCO team as required by business needs.
Specific duties, deliverables and reporting lines may vary from time to time depending on business needs and priorities. Key objectives and measurements will be captured in the Performance & Development planning cycle, established annually and adapted as needed.
What we’re looking for
- Education – Yar 12 or equivalent, tertiary qualifications relevant to the role are desirable
- Knowledge of the superannuation schemes administered by CSC
- Previous experience with vulnerable customers
- General understanding of superannuation and how to provide best customer service
- Previous experience in customer service environments
- Working positively within a team environment
Why join CSC?
- Remote, flexible and hybrid work options
- Enhanced parental leaves
- Career development opportunities internally
What you’ll get in return
A career where you belong
At CSC, we’re committed to more than super — we’re committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do.
Our gender equality strategy is more than a promise — it’s a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed.
We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career.
We’re proud to be an equal opportunity employer — and proud of the progress we’re making. Join a workplace where you can thrive, grow, and belong.
Learn more about CSC and our benefits on our career site Careers
How to apply
To apply for this opportunity, please submit your application via the Apply link in this advertisement, including a short cover letter along with your current resume.
To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.
Applications close: 6 Feb 2026, COB
For any other questions about this role, contact recruitment@csc.gov.au
