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Claims Service Consultant - Fixed Term Contract

TalSydney, Australia

5 days ago

Job description

Company Description

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

We have a unique opportunity within our Claims Retail team for someone who has solid customer servicing experience and is looking to start their career within the financial services industry.

We recognise that when our customers come to us with a claim, they're setting out in a direction they didn't expect. As the experts, our Claims team offers guidance and support, and help them navigate something they've probably never experienced before. We make sure we're providing clarity and certainty every step of the way. And that's where you come in.

Responsibilities include :

Undertaking customer service and administration in support of the Claims function

Handling all administration of claims files and the policy administration systems with accuracy, care and in accordance with TAL Claims standard processes, procedures and policies

Processing of customer amendments post claims via administration systems

Supporting customers through claims lodgement and information gathering in order to assess claims

Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality

Proactively managing communication with customers and clients relating to the management of the claim

Service the in-bound Direct claims, including but not limited claim queries, notifications and basic eligibility triaging

Respond to all enquiries from claimants and representatives within service standards aiming to achieve first point of resolution

Assessment of low complexity claims i.e. funeral products, children's injury, involuntary unemployment

Taking responsibility to obtain a quick resolution of escalations and complaints

Qualifications

Passionate about customer service and supporting through difficult times

Ability to build rapport over the phone and demonstrate empathy with customers during difficult times

1-2 years in a customer service or administration based role preferred

Excellent problem solving skills

Outstanding relationship management and negotiation skills

Meticulous attention to detail

Understanding of medical terminology (desirable)

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don't just say it; we do it. We offer a workplace that's inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

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.

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Consultant Fixed Term • Sydney, Australia