• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

We are seeking a skilled and reliable Freelance IT Support Specialist to join our dynamic team. As a key player in supporting our Managed Services operations, you will ensure smooth and efficient resolution of customer issues through remote assistance, SMS, and chat. If you’re a tech-savvy professional with a passion for helping clients succeed, we want to hear from you!

Responsibilities:

• Provide remote IT support for customers in a variety of industries.
• Respond to and resolve support tickets promptly via email, chat, and SMS.
• Troubleshoot and resolve issues within Office 365, Windows, and Windows Server environments.
• Offer clear and effective communication with customers to identify their needs and address concerns.
• Escalate complex technical issues to senior engineers or appropriate teams when necessary.
• Maintain accurate documentation of all support activities in the ticketing system.
• Collaborate with team members to ensure outstanding customer satisfaction.

Requirements:

• Proven experience in IT support or similar role.
• Strong knowledge of Office 365, Windows operating systems, and Windows Server environments.
• Excellent problem-solving and logical thinking skills.
• Outstanding English communication skills, both written and verbal.
• Familiarity with remote support tools and ticketing systems.
• Ability to multitask, prioritize, and manage time effectively.
• Strong customer service skills with a proactive and solution-oriented approach.
• Self-motivated and able to work independently with minimal supervision.

Preferred Skills:

• Knowledge of networking concepts and troubleshooting (DNS, DHCP, VPN, etc.).
• Experience with Managed Service Provider (MSP) operations.
• Certifications like Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, or ITIL Foundation are a plus.

Benefits:

• Flexible freelance opportunity with remote work.
• Work with a supportive and innovative IT team.
• Opportunities for growth and further specialization in IT support.
• Competitive hourly rates based on experience and skills.

If you’re ready to leverage your technical expertise to support businesses in their IT operations, apply now to become part of our team!

What you will be doing

As a SEO Specialist, you will be instrumental in building and implementing our SEO strategies aimed at elevating and growing our online visibility. This role requires strong collaboration with cross-functional teams, including product management, technology, marketing and editorial.

If you are a top-tier SEO expert that excels and thrives on delivering outstanding results and identifying growth opportunities, and are proactive, has a growth mindset, and succeed in a high-performing environment, this role offers an exciting opportunity for you.

• Identify, develop and implement SEO strategies and tactics
• Regularly conduct in-depth website audits to identify and recommend actionable SEO opportunities, be it technical or content
• Provide regular data-driven, insight-rich SEO performance reports, inclusive of optimisation and growth opportunities
• Deliver and collaborate on all aspects of SEO, across both technical and content strategies and tactics, such as on-page optimisations (user experience, content, design), site speed / core web vitals, keyword research, content optimisations, link building, site / page authority, indexation tactics, data /schema structure
• Actively collaborate with cross-functional teams – technology, product, data, marketing, content – to strategise, develop and implement SEO best practices, ultimately designed to achieve business objectives
• Work in collaboration with the content team to build out and implement an SEO strategy across YouTube, auditing the current set up, and constantly improving and evolving our YouTube SEO to ensure it adheres to best practice
• Work in collaboration with the App Strategist to optimise our searchability of our apps within the relevant app stores – apple and google
• Stay across, and share among stakeholders the latest SEO trends, industry developments, algorithm changes, and adapt strategies where applicable.

Historically, we’ve partnered exclusively with self-employed store franchisees and mobile business owners, but we’re shaking things up in 2025, and you have the chance to be part of something special - our first ever cohort of salaried mortgage brokers employed directly by Aussie head office.

As an Aussie Home Loan Specialist, you will have the opportunity to leverage our powerful brand, smart technology, and specialised support to fuel your income growth and take your career trajectory to the next level.

In this role, you will:

• Support customers with their home lending needs virtually, via phone, email, and video chat

• Be powered by the industry’s #1 home loan platform. With customers able to login to upload documents and check the status of their application, our brokers experience speed to settlement at up to four times faster than industry average

• Field pre-qualified customer appointments booked for you by our in-house sales associates. That means no time wasted with poor quality, cold leads

• Submit deals to our in-house client solutions team for processing. Say goodbye to being buried in paperwork! Our client solutions team also proactively follow up with lenders and liaise with customers on your behalf via the platform. That means no more sitting on hold with the bank

Our proprietary platform and pioneering processes have been purposefully designed to help you scale your income growth. We’ve seen this model work successfully at our sister brand Lendi for many years, with the team consistently averaging over 12 deals a month - 4 times the industry average! Many of our Lendi Home Loan Specialists are lodging 30+ deals a month, and with the trusted Aussie brand behind them, we’re excited to help our new team of Aussie Home Loan Specialists scale to a deal a day.