Summary
Overview
Work History
Education
Skills
Timeline
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Hannah Moody

Lara,VIC

Summary

Dynamic and results-driven Dispute Resolution Officer at AustralianSuper, with over 8 years of specialised experience in superannuation - particularly within insurance and death claims. I bring a proven track record across roles including Claims Case Manager, Senior Quality Lead, and Dispute Resolution Officer, where I’ve successfully navigated complex complaints, ensured regulatory compliance, and delivered empathetic, member-focused outcomes.

Highly skilled in analytical auditing, policy interpretation, and stakeholder communication, I am known for delivering high-quality resolutions and fostering strong, lasting relationships with members, beneficiaries and stakeholders. My strengths include staff coaching, onboarding, quality assurance, and trend analysis - empowering teams to improve performance and service delivery. Passionate about service excellence, I consistently prioritise member needs while driving operational improvements and team development.

Overview

8
8
years of professional experience

Work History

Dispute Resolution Officer

AustralianSuper
Melbourne, Vic
01.2022 - Current
  • Manage end-to-end resolution of diverse EDR (External Dispute Resolution) and IDR (Internal Dispute Resolution) disputes in superannuation and insurance, ensuring compliance with legislation, policies, and regulatory standards.
  • Handle complex insurance complaints by providing accurate interpretation of policy terms and conditions.
  • Conduct audits of group life insurance claims to ensure appropriate outcomes were achieved for members or beneficiaries in line with policy provisions and intent.
  • Deliver superior customer service and maintain clear, empathetic communication with all stakeholders, including members, insurers, trustees, and regulators.
  • Draft clear, well-reasoned complaint responses and represent the Fund in conciliation and dispute resolution hearings.
  • Maintain accurate and up-to-date records in registers and databases to support reliable reporting and informed business decisions.
  • Act as a Subject Matter Expert (SME), offering guidance to peers and fostering strong relationships across internal and external stakeholder groups.
  • Provide support to the Dispute Resolution Manager on complex matters and assist with team initiatives as required.

Senior Quality Lead (AustralianSuper)

Link Group
Melbourne, Vic
10.2018 - 01.2022
  • Provide clear direction and manage day-to-day work priorities for the team, monitoring individual and team progress to ensure service standards and key performance indicators are consistently met.
  • Conduct quality checks, audits, and comprehensive end-to-end reviews across claims, member calls, and case files to ensure accuracy, compliance, and member-focused outcomes; deliver feedback and coaching based on findings to drive continuous improvement and capability uplift.
  • Deliver onboarding training for new team members and facilitate ongoing training and upskilling for existing staff to ensure knowledge retention and consistent application of processes and policy.
  • Effectively manage challenging conversations with members, stakeholders, and team members, taking personal ownership of problem resolution and ensuring timely, empathetic outcomes.
  • Support team members in building effective working relationships within the team, across departments, and throughout the Fund.
  • Act as an SME in group life insurance claims - particularly death claims - providing technical guidance and serving as a positive, supportive leader.
  • Develop, update, and maintain comprehensive training materials and process documentation to support accuracy, consistency, and ease of reference.

Case Management Relationships (AustralianSuper)

Link Group
Melbourne, Vic
04.2017 - 10.2018
  • Demonstrate empathy and understanding of members’ and claimants’ needs, personal circumstances, and expectations throughout the claims process.
  • Effectively manage difficult and sensitive conversations, taking ownership to resolve issues with care, professionalism, and accountability.
  • Set and pursue ambitious personal goals to consistently deliver a high standard of service aligned with the Fund’s commitment to service excellence.
  • Maintain a high level of quality and accuracy across all work types, ensuring compliance, consistency, and positive outcomes.
  • Manage a complex portfolio of 100–120 active death claims, ensuring timely assessment and resolution in line with policy and regulatory requirements.
  • Advocate for fair and appropriate outcomes, always prioritising the best interests of members and their beneficiaries.

Education

RG 146

ASFA
Vic
06-2024

Skills

  • Dispute Resolution & Complaint Management: Proven ability to manage complex disputes and complaints, delivering fair and timely outcomes
  • Regulatory Compliance & Policy Interpretation: Strong understanding of superannuation and insurance legislation, with a focus on accurate application of policy terms
  • Customer-Centric Communication: Exceptional interpersonal and written communication skills, with a focus on empathy, clarity, and member satisfaction
  • Analytical Thinking & Auditing: Skilled in auditing claims and processes with strong attention to detail, identifying trends, risks, and improvement opportunities
  • Coaching & Staff Development: Experience in training, coaching, and mentoring team members to build capability and support continuous improvement
  • Negotiation & Influence: Effective at influencing stakeholders and negotiating outcomes that balance member needs with business requirements
  • Time & Task Management: Highly organized, with the ability to manage multiple priorities and competing deadlines in a fast-paced environment
  • Results-Oriented: Driven to achieve high-quality outcomes through diligence, ownership, and a focus on continuous service improvement

Timeline

Dispute Resolution Officer

AustralianSuper
01.2022 - Current

Senior Quality Lead (AustralianSuper)

Link Group
10.2018 - 01.2022

Case Management Relationships (AustralianSuper)

Link Group
04.2017 - 10.2018

RG 146

ASFA

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