Senior Claims Consultant - Retail Income Protection Claims

Job Description

The Retail Income Protection Claims team is responsible for managing a portfolio of complex, high-value Income Protection claims, with a strong focus on technical excellence, stakeholder engagement, and outcome-driven portfolio management.

The team operates within a high-performance environment, balancing business expectations with claimant needs, and is structured to support both individual development and collective success.

The team is led by technically skilled managers who foster a culture of resilience, accountability, and continuous learning.

With a structure that includes Senior Claims Consultants, Technical Specialists, and Team Managers, the team offers clear career pathways and opportunities for cross-skilling, making it an ideal environment for professional growth and long-term development.

Qualifications

• Strong knowledge of Retail Income Protection claims between 3-5 years, including policy interpretation, trustee relationships, member expectations, and underwritten and default cover structures.
• Proven experience managing Income Protection claims end-to-end, from assessment through to resolution, with the ability to interpret medical, financial and legal information to make fair, well-reasoned decisions.
• Excellent written and verbal communication skills, including the ability to prepare clear, professional claim correspondence and explain complex outcomes to customers and stakeholders.
• Demonstrated ability to build effective relationships with customers, trustees, medical practitioners, rehabilitation providers, legal representatives, reinsurers and internal business partners.
• A customer-focused approach, with confidence supporting vulnerable customers and managing sensitive, complex or challenging conversations with empathy and professionalism.
• Strong analytical and investigative skills, with the ability to assess risk, identify potential fraud indicators, balance customer outcomes with commercial considerations, and make timely, evidence-based decisions.
• A collaborative mindset, working effectively across claims, underwriting, compliance, rehabilitation, finance, technology and specialist support teams to deliver quality claim outcomes.

Additional Information

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.

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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.