Claims Service Consultant

About the role

TAL, a life insurer backed by Daiichi Life, is hiring a Claims Service Consultant in Sydney. The consultant supports customers through claims lodgement and information gathering so claims can be assessed, completes tele claims and assesses and initiates support options suited to each customer's needs. The role is central to quality and service standards and to meeting TAL's customer and claims requirements.

Key responsibilities

• Respond to inbound calls and make outbound calls, lodging new claims, answering enquiries and giving timely updates on existing claims.
• Record and maintain claim information accurately in internal systems, keeping data complete, compliant and accurate.
• Communicate with customers and internal stakeholders to resolve claim matters and keep claims progressing smoothly.
• Complete all work in line with TAL's policies, procedures and service standards, with a strong customer and compliance focus.
• Follow external regulations and industry requirements, including privacy legislation and the Life Insurance Code of Practice.
• Collaborate with teams across TAL Claims and other internal departments.
• Contribute to process improvement by streamlining workflows and enhancing the customer experience.

Required profile

• Previous experience in a similar role within financial services or insurance is preferred.
• Exceptional customer service skills and well-developed interpersonal and communication skills with integrity.
• Ability to build rapport by phone and show empathy with customers during difficult times.
• Ability to work both in a team and independently.
• Good relationship management and negotiation skills, and good problem-solving skills.

Required skills

• Analytical skills and attention to detail.
• Accurate data entry.
• Sound knowledge of the MS Office suite.

What we offer

• Flexible and blended ways of working.
• Learning, leadership development, LinkedIn Learning and global career opportunities through the Daiichi Life Group.
• TAL-funded life, income protection and total and permanent disability insurance, plus employee insurance discounts.
• Wellbeing support including an Employee Assistance Program, annual flu vaccinations and health initiatives.
• Paid parental leave, wellbeing leave, community leave and purchased leave options.
• TAL Rewards Plus with discounts at hundreds of retailers and services.