Claims Assistant
Claims Assistant
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Job Description
This role is accountable for supporting customers through claims lodgment and information gathering in order to assess claims. The Claims Assistant will also assess low complexity claims as well as assessing and initiating appropriate support options tailored to the customers needs where appropriate.
In this role you will:
- Handle 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 (database)
- Supporting Claims Consultants in day to day claims management processes by providing organisational support i.e. assessing and making payments data entry drafting referrals etc.
- Support customers through claims lodgment and information gathering in order to assess claims as timely as possible by:
- 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 claims IVR and other claims IVRs as required 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
- Take responsibility to obtain a quick resolution of escalations and complaints
Qualifications :
- Minimum 1-2 years in a customer service-based role
- Excellent problem-solving skills
- Ability to build rapport over the phone and demonstrate empathy with customers during difficult times
- Outstanding relationship management and negotiation skills
- Meticulous attention to detail
- Understanding of medical terminology (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 :
Full-time
Employment Type
Full-time
