Claims Service Consultant

Welcome to This Australian Life. 

From the millions of Australians, we protect, to those that make it happen every day at TAL, people really are what we’re all about. 

TAL needs people who represent our diverse Australian community.   People who embrace our spirit and inspire confidence in their colleagues, customers and community. 

People who are passionate about making the most of the choices and options we provide.  People who do what’s right, aim high, and work smart. 

Within our Group channel, we support customers who have obtained their life insurance through their superannuation fund. Accordingly, we may interact with the Customer, the Superannuation Fund Trustee and the Superannuation Fund Administrator as we progress our Claims Management for our Customers. Group is structured in accordance with our Superannuation Fund partners requirements.

The position requires a caring nature and ability to empathise with people dealing with the loss of a loved one and the associated grief that comes with it.

The claims officer handles claims from guaranteed acceptance products (such as funeral plan) from claim notification through to payment, and all related policy admin. The claims officers also assist in the initiating and some follow ups for underwritten claims.

In this role you will:

• Be accountable for supporting customers through claims lodgement and information gathering in order to assess claims
• Perform claims administrative tasks in support of the Claims Consultants, with accuracy and care
• Assess low complexity claims; assessing and initiating appropriate support options tailored to the customer’s needs
• Service the in-bound Direct or Group claims IVR, and other claims IVRs as required, including but not limited claim queries, notifications and basic eligibility triaging
• Handle outbound Teleclaim calls for Group claims, providing comprehensive support to customers throughout the claim lodgement process.
• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy
• Adhere to external regulations (such as Privacy and Life Insurance Code of Practice) and all relevant industry guidelines
• Interact with Customers, Advisers and other internal and external stakeholders
• Liaise closely across the TAL Claims and other relevant internal departments to provide support in project work

To be successful in this role you will have:

• Exceptional customer service to clients and ensure agreed service standards are met
• Well-developed interpersonal and communication skills, operating with high levels of integrity
• Demonstrated ability to work both in a team and autonomously
• Previous experience in similar role within Financial Services/ Insurance Industry
• Excellent analytical skills and methodologies, high attention to detail
• Good relationship management and negotiation skills
• Ability to work with change and excellent problem-solving skills
• Accurate data input and sound knowledge of MS Office suite

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And, you value working together to find the best solutions for problems. 

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don’t just say it; we do it.  We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

#LI-Hybrid #LIClaims 

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.