Tele Service Consultant

4 weeks ago

Melbourne, Australia TAL Full time
Job Description

The Tele Service Consultant function is primarily concerned with performing Tele Underwriting and Tele Interviews in the Retail space. Integral to this is quality and service standards which ensure the functions are meeting TAL’s Customer requirements.

In this role you will: 

Underwriting Administration

  • Perform tele interview and tele underwriting calls as required.
  • Respond to all Retail enquiries pertaining to Tele Underwriting & Tele Interviews.
  • Plan, organise and balance Tele Interview schedule.
  • Ensure all work is completed to agreed service levels and quality standards.
  • Regularly participate in team meetings.
  • Assist with project work, system and user acceptance testing, procedural reviews and process improvement when required.
  • Engage in creating a supportive team environment whilst actively sharing skills and knowledge.

Escalations and Complaints

  • Respond to escalations and complaints and take responsibility to obtain a quick resolution. Liaise with various departments in order to achieve a successful outcome.
  • Identify trends and provide feedback to your Team Manager to prevent reoccurrence.
  • Respond to escalated enquiries with a sense of urgency and a view to both resolve the complaint and eradicate any underlying issues to prevent future occurrences.
  • Display initiative and respond directly to Customers, Funds and Advisers and other internal and external stakeholders as required via phone or email.

Compliance and Quality

  • Identify potential opportunities to improve the way Customers, Funds and Advisers do business with TAL.
  • Ensure all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture.
  • 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

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. 

Skills we are looking for:

  • Customer centric with excellent customer service skills and friendly telephone manner.
  • Motivated and results driven.
  • Ability to work as part of a team and contribute to positive outcomes for the team.
  • Display effective time management skills.
  • Focus on quality and continuous improvement.
  • Medical Terminology or related health experience.
  • Underwriting administration or tele-underwriting experience.
  • Prior experience in a customer service-based role.

As part of the recruitment process, there are a number of 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.



Additional Information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here. 

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice.  We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

#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.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

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