Senior Claims Service Consultant
Senior Claims Service Consultant
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Job Description
As a Senior Claims Service Consultant you will play a vital role in delivering a bestinclass experience for our customers during some of lifes most challenging moments. Youll act as a key support to the Team Manager by ensuring efficient daytoday operations helping optimise claims performance maintaining compliance standards and being an advocate for continuous improvement and team development.
In this role you will:
- Support customers through claims lodgement and information gathering ensuring timely and accurate processing.
- Act as a first point of escalation for claims queries and support Claims Service Consultants with complex customer issues.
- Lead by example in delivering highquality service to customers advisers trustees and fund administrators.
- Contribute to process enhancements and implement business improvement initiatives in collaboration with the Claims leadership team.
- Provide coaching quality assurance and knowledge sharing to help develop team capability.
- Assist the Team Manager with operational activities including prioritising workloads monitoring KPIs and SLAs and maintaining service standards.
- Manage inbound IVR claim services and ensure timely responses to all customer and partner enquiries.
- Ensure all work is completed in accordance with TALs Claims Philosophy industry regulations and compliance guidelines.
- Participate in crossfunctional project work including user acceptance testing and procedural updates.
Qualifications :
- Minimum 23 years experience in a customer service or insurance claims role
- Demonstrated ability to show empathy and build rapport with customers
- Strong problemsolving skills attention to detail and a proactive mindset
- Excellent time management and the ability to work under pressure and prioritise effectively
- Strong written and verbal communication skills
- Certificate IV or Diploma in Life Insurance (or equivalent) (desirable)
- Understanding of medical terminology and claims processes (desirable)
Additional Information :
TAL is one of Australias leading life insurers committed to inclusion and supporting the career growth of our diverse workforce. Were 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 to support you.
Yourealwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and valueworking 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 everyones 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
