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Company Description

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi Life, we're driven by big ambitions and empowered to create better products and services.

TAL is committed to helping millions of Australians live a life filled with choices, options, and freedoms. We support our community by delivering support and financial security with care and expertise. Join us to grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright, and capable colleagues. Feel inspired by supportive leaders. We value flexibility, wellbeing, and inclusivity. Together, we're reimagining insurance.

Bring a curious mind and an ambition to help us become a progressive, digitally enabled leading insurer.

Job Description

As a Senior Claims Service Consultant , you will play a vital role in delivering a best-in-class experience for our customers during some of life’s most challenging moments. You’ll support the Team Manager by ensuring efficient day-to-day operations, optimizing claims performance, maintaining compliance standards, and fostering 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 high-quality service to customers, advisers, trustees, and fund administrators.
• Contribute to process enhancements and implement business improvement initiatives with the Claims leadership team.
• Provide coaching, quality assurance, and knowledge sharing to develop team capability.
• Assist the Team Manager with operational activities, including workload prioritization, monitoring KPIs and SLAs, and maintaining service standards.
• Manage inbound IVR claim services and ensure timely responses to all customer and partner inquiries.
• Ensure all work complies with TAL’s Claims Philosophy, industry regulations, and standards.
• Participate in cross-functional projects, including user acceptance testing and procedural updates.

Qualifications

• Minimum 2–3 years' experience in customer service or insurance claims roles.
• Ability to demonstrate empathy and build rapport with customers.
• Strong problem-solving skills, attention to detail, and proactive mindset.
• Excellent time management skills, with the ability to work under pressure and prioritize 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 committed to inclusion and supporting the career growth of our diverse workforce. We are recognized as an Employer of Choice for Gender Equality and a member of various diversity and reconciliation initiatives.

We welcome applications from people with diverse backgrounds, including Indigenous Australians, caregivers, people with disabilities, and members of the LGBTIQ+ community.

If you need adjustments during the recruitment process, please contact us. We’re here to support you.

Everyone at TAL is responsible for acting ethically and following our Code of Conduct. Risk management is a shared responsibility.

If you are already a TAL employee, please apply via the Smart Recruiters button in Workday.

Additional Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Administrative and Customer Service
• Industry: Insurance