Claims Service Consultant

7 months ago

Melbourne, Australia TAL Full time

**Company Description**
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. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not discover where we can go?

This role is accountable for supporting customers through claims lodgement and information gathering in order to assess claims. The Claims Service Consultant will also assess low complexity claims as well as assessing and initiating appropriate support options tailored to the customer’s needs where appropriate.

**_ In this role you will,_**
- Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy.
- Adhere to external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
- Ensure all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work.
- Liaise closely across the TAL Claims and other relevant internal departments to provide support in project work (including system and user acceptance testing and procedural reviews)
- Contribute towards a culture of process improvement.

**Qualifications**
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.

**_ To be successful in this role you will have,_**
- Undertake customer service and administration in support of the Claims function, including but not limited to:_
- Handle all administration of claims files and the policy administration systems with accuracy, care and in accordance with TAL Claims standard processes, procedures and policies.
- Processing of customer amendments post claims via administration systems (database).
- Support customers through claims lodgment and information gathering in order to assess claims as timely as possible by:_
- Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality.
- Proactively managing communication with customers and clients relating to the management of the claim.
- Service the in-bound Group claims IVR, and other claims IVRs as required, including but not limited claim queries, notifications and basic eligibility triaging.
- Respond to all enquiries from claimants and representatives within service standards aiming to achieve first point of resolution.
- Take responsibility to obtain a quick resolution of escalations and complaints.

As part of the recruitment process, there are a number of 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.
**Additional Information**

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

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.

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