Company Description
Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services.
Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.
Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.
Bring your curiosity, ambition and unique perspective, and help us continue reimagining insurance through innovative thinking, digital capability and a commitment to better outcomes for the people who depend on us.
Job Description
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.
Benefits
At TAL, we're committed to helping our people thrive both professionally and personally. Depending on your role and eligibility, benefits may include:
- Flexible and blended ways of working that support your work and personal commitments.
- Access to learning, leadership development programs, LinkedIn Learning and global career opportunities through the Daiichi Life Group.
- TAL-funded Life, Income Protection and Total & Permanent Disability insurance, plus employee insurance discounts.
- Wellbeing support including Employee Assistance Program services, wellbeing resources, annual flu vaccinations and health initiatives.
- Additional leave benefits including paid parental leave, wellbeing leave, community leave and purchased leave options.
- Access to TAL Rewards Plus, offering discounts at hundreds of popular retailers and services.
Our Commitment to Inclusion
We're proud to be recognised as an Employer of Choice for Gender Equality and maintain partnerships with organisations including Diversity Council Australia, Australian Disability Network and Pride in Diversity. Through our Innovate Reconciliation Action Plan, we're also committed to building meaningful relationships, creating opportunities and contributing to positive outcomes for Aboriginal and Torres Strait Islander peoples.
We welcome applications from people with diverse experiences, perspectives and backgrounds and are committed to providing an inclusive recruitment experience for all candidates. Need adjustments during the recruitment process? Let our team know by getting in touch with us here we’re here to support you.
If you are already a TAL employee, please apply via the Jobs Hub in Workday. This is important to ensure that your application is recorded accurately.
