Claims Consultant - Retail Income Protection Claims

Job description

The Claims Consultant is responsible for proactively managing a portfolio of complex Retail Income Protection claims, ensuring every claim is assessed and managed in line with TAL's claims philosophy, policy terms and conditions, claims handling procedures, the Life Insurance Code of Practice, and all relevant legislative and regulatory requirements. A key focus of the role is delivering an exceptional customer and client experience for claimants, advisers, trustees, and fund administrators. This includes maintaining regular communication, providing clear updates on claim progress, managing expectations effectively, and supporting positive health and claim outcomes through a customer centric approach. Manage a portfolio of complex, high-value Income Protection claims within one of the largest and most established claims teams in the business. Join a high-performing environment that balances customer outcomes with commercial objectives, supported by strong stakeholder partnerships. Learn from experienced leaders and technical specialists who are passionate about coaching, development, and continuous improvement. Access clear career pathways with opportunities for progression into senior, technical, and leadership roles, as well as cross-skilling across multiple products. Be part of a collaborative and resilient team culture that values accountability, technical excellence, and delivering meaningful outcomes for customers. Minimum 1-2 years' experience managing Life Insurance claims, ideally across Retail Income Protection, Total and Permanent Disability (TPD), or Group Insurance claims. Demonstrated ability to build trust, rapport and empathy with customers during challenging circumstances, while delivering a high standard of customer service. Strong case management skills with the ability to effectively prioritise workloads and manage competing deadlines in a fast-paced environment. Highly developed analytical and problem-solving skills, with strong attention to detail and confidence in making sound claim decisions. Excellent communication and stakeholder management skills, with the ability to engage effectively with customers, advisers, medical professionals and other key stakeholders. 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 . We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. 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. 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 . Competitive Salary + Bonus + Annual Reviews Flexible Work Hours | Hybrid Model Wellbeing Benefits – Mental, Physical & Financial Support Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi 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.