Claims Service Consultant

TAL Services Limited; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

TAL Services Limited in Melbourne is seeking a Claims Service Consultant to support customers through claims lodgement and information gathering, ensuring alignment with TAL's customer and claims requirements. You will take calls to lodge claims or check progress, manage admin tasks, and coordinate with advisers and internal teams to keep processes compliant.

The role emphasizes strong data accuracy, privacy, and adherence to industry guidelines, with opportunities for process improvement.

Qualifications

• Experience in Financial Services/insurance sector preferred.
• Excellent customer service to meet service standards.
• Strong interpersonal and communication skills with integrity.
• Ability to build rapport over the phone and show empathy.
• Team player with ability to work autonomously.
• Strong analytical skills and attention to detail.
• Good relationship management and negotiation skills.
• Ability to adapt to change and solve problems.
• Accurate data input and proficient in MS Office.

Responsibilities

• Take calls and help customers lodge claims or check on progress.
• Manage admin tasks: entering details, updating systems, and maintaining accuracy.
• Communicate with advisers and other teams to keep workflow moving and compliant with TAL policies.
• Liaise across TAL Claims and other departments to support project work and drive process improvement.

Skills

Customer service

Call centre

Interpersonal skills

Communication

Data entry

Problem solving

Tools

CRM systems

Job description

A Claims Service Consultant in the Intake team is accountable for supporting customers through claims lodgement and information gathering in order to assess claims. This role is integral to this is quality and service standards which ensure the functions are meeting TAL's Customer and Claims requirements.

In this role you will:

• Take calls and help customers lodge claims or check on progress Manage the admin side, entering details, updating systems, and keeping things accurate.
• Communicate with advisers and other teams to keep everything moving Make sure everything is done in line with TALs policies and service standards
• Adhere to external regulations (e.g. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
• Liaise closely across TAL Claims and other relevant internal departments to provide support in project work Contribute towards a culture of process improvement.

Qualifications

• Previous experience in similar role within Financial Services/ Insurance Industry.
• Exceptional customer service skills to ensure agreed service standards are met.
• Well-developed interpersonal and communication skills, operating with high levels of integrity.
• Ability to build rapport over the phone and demonstrate empathy with customers during difficult times.
• Demonstrated ability to work both in a team and autonomously.
• 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.