Customer Claims Agent

TSA Group; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Training provided

Job summary

TSA Group in Melbourne is seeking a Claims Consultant to support Australia’s largest not-for-profit health fund by handling inbound calls, processing health insurance claims and member updates. You’ll document interactions and manage claims end-to-end while delivering high customer experiences.

Join a team where coaching and development are prioritized; you’ll train full-time for 4 weeks at Bourke Street Office and operate on a rotating 8am-8pm roster from Monday to Friday, located in Melbourne.

Qualifications

• Experience in customer service or call centre is helpful.
• Strong communication and empathy when assisting members.
• Able to adapt to rotating roster and fast-paced environment.

Responsibilities

• Building Authentic Relationships: Connect with customers through end-to-end claims management.
• Managing Inbound Calls: Resolve inquiries for Australian customers.
• Recording Customer Interactions: Document interactions and process account information.
• Managing Expectations: Align customer expectations with their insurance and claims process.
• Multi-tasking Effectively: Balance tasks while maintaining service levels.
• Training: 4 weeks of full-time training at Bourke Street Office
• Location: Must be located within the Melbourne area for eligibility

Skills

Communication

Customer service

Empathy

Multitasking

Tech literacy

Problem solving

Flexibility

Job description

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Join the TSA Family: Elevate Customer Experiences with Us!

TSA is proudly Australian-owned and a leader in the Outsourcing Industry. We help some of the country's biggest brands connect with their customers in meaningful ways. With call centres in both Australia and the Philippines, we're on a mission to revolutionize how people interact with brands, creating experiences that leave a lasting impression.

Who You'll Work With

As a Claims Consultant , you will be the voice representing Australia’s largest not-for-profit, award-winning health fund. Their members-first philosophy is simple – be there for their customers when they need them and go out of their way to make the HCF experience a good one!

You’ll play a crucial role in answering inbound calls representing HCF and assisting their customer base with health insurance claims, membership changes and reviews, as well as rate-based enquiries and more!

This is your chance to build strong connections with your customers, ensuring they receive the highest level of customer experience as you support the end-to-end management of their claims. Plus, you’ll receive regular coaching from your leaders to ensure you’re set up for success!

What You’ll Be Doing

• Building Authentic Relationships: Connect with customers through end-to-end claims management, assessing each situation individually.
• Managing Inbound Calls: Resolve inquiries and concerns for our Australian customer base.
• Recording Customer Interactions: Accurately document detailed customer interactions and process account information.
• Managing Expectations: Ensure customer expectations regarding their insurance and claim process are met.
• Multi-tasking Effectively: Manage your time without compromising service levels.
• Rotating Roster: 8 am - 8 pm, Monday - Friday (7.6-hour shifts)
• Training: 4 weeks of full-time training at our Bourke Street Office
• Location: Must be located within the Melbourne area to be eligible for this role

What We’re Looking For:

• Exceptional Communicator: You have excellent listening skills and can engage in meaningful conversations with empathy and respect.
• Customer-Centric: Passionate about delivering outstanding service and making a positive impact.
• Quick Learner: Open to acquiring new skills, implementing them effectively, and celebrating your achievements.
• Resilient and Adaptable: Able to handle challenges with a positive mindset and resilience.
• Tech‑Savvy: Comfortable with multi-tasking and navigating various computer systems.
• Solution‑Oriented: A proactive problem-solver with a focus on finding effective solutions.
• Flexible Availability: Willing to work a rotating roster Monday to Friday, from 8am to 8pm.

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Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to [e-mail] .