Claims Service Consultant

Job description

The 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: Respond to inbound customer calls and make outbound customer calls, providing high‑quality support by lodging new claims, answering enquiries, and delivering timely updates on the progress of existing claims. Accurately record and maintain claim information in internal systems, ensuring all data is complete, compliant, and captured to a high standard. Communicate effectively with customers and internal stakeholders to resolve claim‑related matters and support smooth claim progression. Ensure all work is completed in accordance with TAL’s policies, procedures, and service standards, maintaining a strong customer and compliance focus. Adhere to all external regulations and industry requirements, including Privacy legislation and the Life Insurance Code of Practice. Collaborate closely with teams across TAL Claims and other internal departments Actively contribute to a culture of process improvement, identifying opportunities to streamline workflows and enhance customer experience. Previous experience in similar role within Financial Services/ Insurance Industry preferred. 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. 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. 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 . Hybrid working (3 days in office and 2 working from home) Permanent, full-time role Collaborative team with supportive leadership Internal career growth opportunities 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.