Claims Service Consultant

TAL; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Brand New Melbourne CBD offices

Internal career growth opportunities

Collaborative team with supportive领导

Job summary

TAL, Australia’s leading life insurer, invites you to join the Intake team as a Claims Service Consultant. You will support customers through claims lodgement and information gathering to assess claims while upholding TAL’s service standards.

In this role, you will handle calls, manage administrative tasks, update systems, and liaise with advisers and other departments. You’ll work within a supportive, inclusive culture with opportunities for growth.

Qualifications

• Exceptional customer service to meet service standards.
• Strong interpersonal and communication skills with integrity.
• Ability to build rapport and show empathy over the phone.

Responsibilities

• Take calls and help customers lodge claims or check progression.
• Manage admin tasks, enter details, update systems, maintain accuracy.
• Communicate with advisers and other teams to keep work flowing.

Skills

Customer service

Interpersonal skills

Communication

Empathy

Teamwork

Problem solving

Attention to detail

Tools

MS Office

Job description

• Collaborative team with supportive leadership
• Internal career growth opportunities
• Brand New Melbourne CBD offices

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we’re driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we’re reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

A Claims Service Consultant in the Intake teamis 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.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here. —we’re here to support you.

You’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and partners.Andyou valueworking together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

#LI-Hybrid

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.