Claims Service Consultant

At TAL, we're committed to helping our people build meaningful careers while making a real difference to Australians. Internal career opportunities are an important part of how we develop capability, support career growth and create opportunities for our people to explore new challenges across the business.

This role offers an opportunity to broaden your experience, build new skills, expand your network and continue your development within TAL. Whether you're looking to deepen your expertise, take on new challenges or explore a different area of the business, internal opportunities help our people continue to grow and develop their careers.

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.

Qualifications

• 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.

Why Consider This Opportunity?

This is an opportunity to:

• Build your expertise and develop new skills in a different area of the business

• Expand your network and collaborate with stakeholders across TAL

• Contribute to strategic initiatives that support our customers, partners, and people

• Continue building your career through experiences that broaden your capability, strengthen your network and support your long-term development goals.

Additional Information

Before applying, ensure you have an open conversation with your People Leader about your interest in this opportunity and your career development goals.

If you have questions about the role, please reach out to the Talent Acquisition Partner listed on the requisition.

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.