At nib, we're here for valuable reason
- to support better health and wellbeing for our members, participants, and communities.

We're looking for a Payments Support Officer to join our nib Thrive Operations team on a fixed-term contract until September 2027 , providing technical, risk-aware and solution-focused support for complex, high-risk and escalated payment matters.

Drawing on strong NDIS knowledge and claims resolution expertise, you'll help ensure payment outcomes are accurate, compliant, defensible and delivered within required timeframes.

You'll exercise sound judgement to minimise payment errors, rejections and rework, reduce downstream impacts, and contribute to continuous improvement and capability uplift across payment processes.

Key responsibilities
Provide technical support and guidance on complex, high-risk or escalated payment mattersApply detailed knowledge of NDIS legislation, pricing arrangements, plans and business rules to payment scenariosSupport resolution of payment issues through analysis, investigation and sound judgementAllocate funding across a variety of platformsProvide clear, practical and consistent technical advice to support payment decision-makingEngage with internal stakeholders and customers to clarify requirements and resolve complex payment issuesSupport timely outcomes while balancing risk, compliance and participant/provider impactAnalyse complex and escalated payment matters to identify systemic issues, root causes and recurring risks impacting payment accuracy or complianceProvide practical, risk-aware insights and recommendations that support improvements to payment processes, controls, guidance and system useApply a solutions-focused approach to complex or ambiguous payment scenarios, supporting sustainable improvements that reduce rework,



errors and downstream impactsIdentify, assess, manage and monitor risks relevant to the role in accordance with nib's risk and compliance requirementsAbout youStrong working knowledge of the NDIS, including legislation, pricing arrangements, plans and funding rulesDemonstrated experience supporting complex claims, payments or claims resolution activitiesStrong analytical, investigation and problem-solving skillsHigh level of judgement and ability to manage complex or ambiguous scenariosClear, confident and professional communication skillsHighly regardedExperience working in a regulated or compliance-driven environmentExperience contributing to continuous improvement initiativesWe know some people only apply when they meet every requirement. We're always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we'd love to hear from you

About nib Thrivenib's vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group.



In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.

Diversity, equity and inclusionWe embrace a flexible working setting and welcome candidates who reflect the diversity of the communities in which we operate.

We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.nib Group is committed to creating an accessible recruitment process and employment experience.

If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at [email protected]. Working at nibOur hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We're committed to coming together with purpose.

Other advantages to support you at work (and play) include: New starter benefit to help set up a functional home workspace50% discount on employee health insurance + 35% off travel insuranceThe opportunity to give back to the community through paid leave for volunteering through nib foundationAccess to our nib Well Program and corporate fitness discountsAccess to employee share plans, short-term incentive program and life an

📌 Payment Support Officer (Melbourne)
🏢 nib Group
📍 Melbourne