Claims Service Consultant

**Company Description**
- Flexible work arrangements
- Full time, permanent contract
- Internal career growth opportunities
- Collaborative team with supportive leadership
- Melbourne CBD office with on-site fitness centre and wellness classes

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

A **Claims Service Consultant**is accountable for supporting customers through claims lodgement and information gathering in order to assess claims. They will also complete tele claims as well as assessing and initiating appropriate support options tailored to the customer’s needs where appropriate.

This role is integral to this is quality and service standards which ensure the functions are meeting TAL’s Customer and Claims requirements.

**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 (e.g. 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.
- Contribute towards a culture of process improvement.
- Contribute to department and company projects as required.
- Other ad-hoc duties as required.

**Qualifications**
- Exceptional customer service skills to ensure agreed service standards are met.
- Well-developed interpersonal and communication skills, operating with high levels of integrity.
- Ability to build rapport over the phone and demonstrate empathy with customers during difficult times.
- Demonstrated ability to work both in a team and autonomously.
- Previous experience in similar role within Financial Services/ Insurance Industry.
- Excellent analytical skills and methodologies, high attention to detail.
- Good relationship management and negotiation skills.
- Ability to work with change and excellent problem-solving skills.
- Accurate data input and sound knowledge of MS Office suite.

**Additional Information**
TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

- An Inclusive Employer - Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
- Diversity Champions - Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
- Reconciliation Advocates - Read our Innovate Reconciliation Action Plan.
- Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

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.

As part of the recruitment process, there are several 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.

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.