Claims Quality Assurance Consultant

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 see where we can go?

**Job Description**:
This role is responsible for providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles. Key focus areas include conducting low to medium complexity claim reviews, thematic and emerging risk reviews across all lines of business to ensure compliance with company claim handling service standards, the aggregation of results, trend analysis and reporting of findings to claims management, along with administrative support to Quality Assurance Specialists and Team Managers, as required.

**Main Activities/Responsibilities**
- 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.
- Promote a culture of risk management through constructive feedback and monitoring.
- Evaluate the effectiveness of claims systems, controls and practices to ensure alignment to the claims philosophy, policies and risk principles.
- Maintain relevant quality records as required.
- Manage processes and record keeping associated with the issuing of delegations of authority.
- Administrative support of the Quality Assurance platform.
- Maintaining current knowledge of life insurance guidelines, processes and policy changes. Ensure 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
- Liaise with the Claims Governance team and TAL Claims Team Managers, to ensure quality controls are up to date and consistent with current policies.
- Develops key stakeholder relationships and manages expectations in order to ensure the best service is delivered to customers.
- Ensures standards are met and the governance framework adhered to in order to maintain service levels.
- Analyses Information and identifies areas of improvement to drive operational efficiency and continuous performance of service and to promote our culture and values.

**Qualifications**:

- Min 2 years’ experience as a Case Manager in a Life Insurance Claims Position.
- Well-developed analysis skills and problem-solving skills.
- Good self-management skills, planning, organising and time management skills.
- Ability to prioritise between competing business needs.
- Able to assess work effort durations and commit to them.
- Superior oral and written communication skills with an ability to relate well with others and explain complex problems in a simple manner.
- Ability to work autonomously or as part of a team and contribute to positive outcomes for the team.
- Familiarity with the relevant Business Unit and company-wide procedures, policies and guidelines.

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.

Additional Information

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

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

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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.