Claims Service 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**:
We have opportunities within our Claims Direct team for individuals who have solid customer servicing experience and are looking to start their career within the financial services industry.

We recognise that when our customers come to us with a claim, they’re setting out in a direction they didn’t expect. As the experts, our Claims team offers guidance and support, and help them navigate something they’ve probably never experienced before. We make sure we’re providing clarity and certainty every step of the way. And that's where you come in.

Responsibilities include:

- Undertaking customer service and administration in support of the Claims function
- Handling 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
- Supporting customers through claims lodgement and information gathering in order to assess claims
- 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 Direct claims, 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
- Assessment of low complexity claims i.e. funeral products, children's injury, involuntary unemployment
- Taking responsibility to obtain a quick resolution of escalations and complaints

**Qualifications**:
To be successful in this role, you are
- Passionate about customer service and supporting through difficult times
- Ability to build rapport over the phone and demonstrate empathy with customers during difficult times
- 1-2 years in a customer service or administration based role preferred
- Excellent problem solving skills
- Outstanding relationship management and negotiation skills
- Meticulous attention to detail
- Understanding of medical terminology (desirable)

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.

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.