Customer Service Consultant

Tokio Marine; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Yearly bonus

Novated leasing options

Hybrid working

Wellbeing leave

Parental leave

Learning & development

Job summary

Tokio Marine Group in Australasia seeks a Customer Service Consultant to join the Travel Claims Team. You will manage inbound calls, assess claims, process policy administration, and guide customers through the claims journey in a fast-paced insurance environment.

This hybrid role offers a rotating shift between 8:00am and 6:00pm AEDT/AEST, with potential weekend/public holiday shifts and a focus on customer experience, compliance and continuous improvement.

Qualifications

• Strong call centre experience within Insurance and/or Travel sectors.
• Structured, fast-paced contact-centre or phone-based environment experience.
• Numerate with strong written and verbal communication and customer service focus.
• Decision making and problem-solving skills for customer satisfaction.
• Ability to read and understand Product Disclosure Statements.
• Proven computer literacy (MS Office) and contact centre software experience.
• Efficient time management and prioritisation abilities.
• Ability to recognise and support change within the team and role.

Responsibilities

• Handle inbound claim-related calls and resolve enquiries with policy-based decisions.
• Answer questions about travel insurance policies and coverage and address complaints.
• Assist customers to lodge claims and guide them through the process.
• Register claims via online systems and email channels.
• Manage claim inboxes and respond to customer inquiries by phone/email.
• Take action during emergencies or for vulnerable customers, as needed.
• Own each customer contact and escalate to specialists when appropriate.
• Adhere to procedures and code of practice timelines; finalise claim payments.

Skills

Call centre experience

Insurance knowledge

Numerate

Communication skills

Decision making

Problem solving

Change management

Tools

MS Office

Contact centre software

Job description

Job Description

About Us:

Tokio Marine Group is one of the largest global insurance companies with businesses in 38 countries and regions worldwide.

Tokio Marine Management Australasia (TMMA) has grown from its beginnings in Australasia over 50 years ago as a niche Japanese commercial insurer into a diversified operation offering a strong mix of commercial and personal lines. Leading the way in travel, accident and health, bond and credit and cyber security insurance just to name a few. We are guided by our core identity "To Be A Good Company".

TMMA and its agencies has over 200 employees across offices in both Australia and New Zealand, with its headquarters in Sydney.

About the Opportunity:

The Customer Service Consultant contributes to the customer experience and servicing of the customers withing the Travel Claims Team.

As a Customer Service Consultant, you will be responsible for managing inbound phone calls, which can include assessing customer claims, provide policy administration services or facilitate the sale of new travel policies. This role requires input into the continuous enhancement of customer experience, quality of service and continuous improvement to deliver on our customer claims promises.

work on a rotating shift roster between 8:00am and 6:00pm (AEDT/AEST), which may also include weekend and/or public holiday shifts.

To excel in this role, you will bring a can-do and proactive attitude and a track record of success in client claims management, preferably in a general insurance line.

This role requires support and adherence to the TMMA Risk Management framework and culture embedded across the organization.

This role will include:

• Manage inbound claim related calls and independently resolving enquiries, including analysing claims in accordance with policy coverage to provide accurate claim decisions.
• Answer inbound calls about travel insurance policies and insurance coverage, as well as consumer complaints and general enquiries regarding travel claims.
• Assist members/customers to lodge claims and guiding them throughout the claims process.
• Registration of claims both through the online system and emails
• Completion of claims inboxes and responding to customers enquiries via email/phones
• Take immediate action when confronted with a medical emergency or made aware of a situation such as vulnerable, financial hardship etc.
• Take ownership of each customer contact to resolve issues, and where required, connect them with specialist claim assessors, underwriter/stakeholder, or club agent when appropriate.
• Adhere to processes/procedures, and within Code of Practice timeframes. Assess, analyse, calculate, and finalise claims payments.
• Resolve issues without or with limited management intervention.
• Providing claim status information, benefit coverage interpretations, and explaining policy inclusions & exclusions.
• Understand the customer, including circumstances, problems, expectations, and needs.
• Ask probing questions to identify the underlying customer needs.
• Guide members/customers to the appropriate sections of travel insurance policies.
• Administrative work such as scanning/printing of claim forms.
• Raise incident/complaints in the management system and regularly following up/updating them
• Ensure a sound understanding of your role, demonstrate commitment to & comply with all legislation and company Policy relevant to your role & all activities undertaken in that role.

About You:

As our preferred candidate, you will have:

• Strong call centre experience within Insurance and/or Travel sector, as well as knowledge of the insurance industry and in particular the Travel portfolio is highly desirable.
• Demonstrated experience working in a structured and fast-paced contact -centre or phone-based environment
• Numerate, with strong written and verbal communication skills and exceptional customer service focus with an eye for the experience factor.
• Adept capability with decision making and problem-solving skills to ensure customer satisfaction.
• Be able to read & understand Product Disclosure Statements.
• Proven computer literacy (MS Office), and experience with contact centre software system.
• Efficient time management skill with the ability to prioritise tasks according to urgency and importance.
• Ability to recognise, understand and support need for change and anticipated impact on both the team and self.

What's in it for you?

• Competitive salary package with yearly bonus and great benefits
• Novated leasing options for your assets e.g. vehicle, mobile, laptop etc
• A flat management operating structure which means minimal levels of hierarchy and access to Executive Leaders
• Flexible working - hybrid position, WFH 2 days a week, choose your schedule
• Additional wellbeing leave day to use as you see fit in additional to optional flu vaccinations provided onsite
• Volunteer day with a charity of your choosing
• Twelve weeks of paid parental leave for primary carers, 6 weeks for secondary carers
• Social committee in a friendly, down-to-earth high performing culture that celebrates you
• Ongoing learning and development programs tailored to your career progression goals and ambitions
• Significant discounts with large Japanese multinational companies and other large national retailers
• And many more!