Claims Quality Assurance Specialist

**Job Description**:
**Claims Quality Assurance Specialist**
- Join Australia’s No.1 Life Insurer
- Growing claims team
- Sydney or Melbourne location

As a Quality Assurance Specialist you will be responsible for providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles.

A key focus for you in this role is to promote a culture of risk management and continuous improvement by providing risk based detective controls and insights relating to claim assessment.

This role works closely with the claims teams and provides insights into demonstrated claims capability.

**What will you be responsible for?**
- Implementation of the TAL Quality Assurance Framework in line with risk management principles
- Coordination of all activities aligned to quality assurance, identification of key trends and associated periodic reporting obligations
- Promoting a culture of risk management through constructive feedback and monitoring
- Evaluating the effectiveness of quality assurance activities and practices to address key risks and critical processes
- Evaluating the effectiveness of claims systems, controls and practices to ensure alignment to the claims philosophy, policies and risk principles
- Maintaining relevant quality records as required
- Managing processes and record keeping associated with the issuing of delegations of authority
- Maintaining current knowledge of life insurance guidelines, processes and policy changes.
- Ensuring that quality assurance practices reflect industry best practice and TAL processes and policies, providing clear communication of each of these in a simple and accurate manner to team members
- Liaising with the Claims Governance team and TAL Claims Team Managers, to ensure quality controls up to date and consistent with current policies
- Developing key stakeholder relationships and manages expectations in order to ensure the best service is delivered to customers
- Ensuring standards are met and the governance framework adhered to in order to maintain service levels
- Providing a coaching and mentoring service to the team. Shares learning and best practice in order to contribute to overall team
- Analysing Management Information and identifies areas of improvement to drive operational efficiency and continuous performance of service

**What are we looking** for?**
- At least two years in a senior claims consultant or higher role or experience working in Claims quality assurance within the Life Insurance industry.
- Demonstrated understanding of life, trauma, Lump Sum (TPD), Disability and Income Protection claims assessment and management requirements
- Demonstrated understanding of relevant regulatory and legal obligations impacting Life Insurance claim assessment
- Detailed knowledge of Claims processes, regulations and compliance and the ability to translate knowledge and experience into recommendations to add value to the business
- Good leadership and interpersonal skills, ability to work as a team member
- Excellent relationship management skills
- High quality coaching skills
- Overall conceptual understanding of Life Insurance

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.

**Important to us**

Every Australian life is different. And we know the value of having different people from all walks of life with varied points of view.

Work is a big part of life, and we work hard to make it one of the best parts. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers. We don’t just say it; we do it.

We want to grow with you. Achieve with you. And support you to do your best work. We’re always looking for people who want to go further with us.

Why not see where we can go together?

**Doing the right thing**

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.

Additional Information

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.