CA - CLAIMS ADVISOR

Claims Advisor - Shield Tuition

$70,000 + superannuation | Full-time | Fully remote (Australia-based) | Gold Coast preferred | 38 hours per week | Starting January 2027

About Shield Group

Shield is a growing, Veteran-led business supporting current and former ADF members and their families through two connected services, both funded by the Department of Veterans’ Affairs (DVA).

Shield Tuition provides one-to-one online tutoring for students from Years 1 to 12. We match each student with a tutor who suits their individual needs, helping them build confidence, address learning gaps and achieve better results.

Shield Health Support provides allied health support for children, including ADHD and ASD assessments, and telehealth counselling.

We’re a rapidly expanding business and have big plans for what Shield can become. We’re looking for someone who wants to be part of that journey, not just fill a role.

About the Role

As a Claims Advisor, you’ll be part of our DVA Claims team, guiding Veteran families through the DVA funding process so they can access the tutoring support they’re entitled to.

It’s a people-focused role. You’ll speak with families every day, help them understand their eligibility, prepare and lodge DVA tuition applications, and keep everything moving between families and DVA.

What you do genuinely matters. A clear timely explanation with a new family enquiry, an application lodged on time or a form chased up early can be the difference between a child starting tutoring support straight away or waiting weeks.

You’ll also work closely with our Education Services and Shield Health Support teams, so our families receive a consistent and caring experience across the broader business.

What You’ll Be Doing

• Speaking with Veteran families by phone and email about our services and the DVA supports available to them
• Assessing eligibility for DVA programs and applying DVA policy and guidelines to give clear, accurate advice
• Guiding families through forms and processes, and preparing and lodging funding applications, including annual renewals and requests for additional hours
• Keeping our CRM and records accurate and up to date
• Working with the wider Shield team and stepping in where needed, such as following up with schools or parents, as priorities call for it
• Contributing new ideas and helping implement improved workflows across the organisation

What We're Looking For

We’re looking for someone who is organised, personable, reliable and genuinely enjoys helping people. We care much more about exceptional ability, attitude and potential than specific backgrounds or having the perfect resume.

We find the best candidates often bring:

• A genuine interest in helping Veteran families
• Confidence on the phone and building rapport
• Strong attention to detail with forms and records
• The ability to understand and apply guidelines such as DVA policy
• Strong written and verbal communication skillsThe self-motivation to work well remotely
• Confidence using technology, AI and new systems
• The ability to work independently while being a good team playerExperience in Veteran advocacy or support, or an understanding of the ADF community (highly regarded)

Why Join Shield

We’re a growing business with a start-up culture where your work will be noticed and your ideas and impact can make a real difference in supporting our mission.

You’ll have:

• A full-time, fully remote role at $70,000 + superannuation
• The opportunity to grow and develop with the company
• Meaningful work supporting children and Veteran and Defence families
• A friendly, supportive and Veteran-focused team
• Plenty of autonomy and the opportunity to take ownership of your work
• A chance to help shape how we do things, rather than simply follow an established process

If you’re someone who likes working with people, enjoys solving problems, takes pride in doing things well and would like to be part of a growing business and a great team, we’d love to hear from you.

How to Apply

Submit your application on Indeed

Email or submit a cover letter with three concrete points demonstrating your exceptional ability to excel in this role. No essays.

Work Authorisation: Australia (Required)
Work Location: Remote - GC based preferred

Pay: From $70,000.00 per year

Work Authorisation:

• Australia (Required)

Work Location: Remote