Tele Service Consultant

Company Description
- Join Australia's No.1 Life Insurer
- Mergers & Acquisitions (M&A) and large-scale transformation
- Fast paced complex work in a supportive collaborative working environment

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**:
Your duties will include:
**Underwriting Administration & Member Services**:

- Identify and document additional disclosures made by member’s and ask reflexive questions regarding disclosures.

**Escalation & Complaints**:

- Perform and record investigations to obtain the required information to resolve member issues, providing first call resolution where possible
- Where first call resolution is not possible, escalating the complaint to the appropriate stakeholder
- Liaise with various departments to achieve successful outcomes
- Identify trends and provide feedback to your Team Leader to prevent reoccurrence

**Compliance & Quality**:

- Identify potential opportunities to improve the way Members and our Group Fund Partners do business with TAL.
- Ensure all interactions with Members and other internal and external stakeholders adhere to TAL’s Customer Service Culture.
- Maintain adherence to established Customer practices and policies
- Understand the responsibility of TAL in relation to Privacy Law and compliance guidelines and execute daily activities within these laws and guidelines
- Proactively raise and seek to rectify known compliance breaches within set timeframes.
- Produce high-quality, accurate and compliant work.
- Consistently achieve or exceed agreed individual quality targets.

**Qualifications**:
To be successful in this role you will have:

- 12 months experience working in a similar role, insurance, health/medical or financial services experience would be highly regarded
- Familiarity using administration systems including MS Office
- Excellent communication and customer service skills including, active listening, rapport building, displaying empathy and the ability to handle challenging conversations
- Dedicated to the member experience and identifies opportunities to improve it.
- A high attention to detail, ensuring work is completed accurately
- Ability to work as part of a team and positively contribute in team environments
- Display effective time management skills without sacrificing quality
- A passion for what you do

Additional Information

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.

Let’s see where we can go together.

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.

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.