Customer Service Consultant

About the role

The Customer Service Consultant will join the Travel Claims Team at Tokio Marine Management Australasia, delivering a high‑quality experience for policyholders. You will handle inbound calls, assess travel insurance claims, provide policy administration, and support the sale of new travel policies. The role operates on a rotating shift roster between 8:00 am and 6:00 pm AEDT/AEST, including possible weekend and public‑holiday work.

Key responsibilities

• Manage inbound claim‑related calls, analysing each claim against policy coverage to deliver accurate decisions.
• Answer enquiries about travel insurance policies, consumer complaints, and general travel‑claim questions.
• Assist customers in lodging claims, registering them via the online system and email, and maintaining the claims inbox.
• Take immediate action for medical emergencies or vulnerable situations, escalating to specialist assessors when required.
• Calculate, finalise, and process claim payments while adhering to Code of Practice timeframes.
• Provide claim status updates, interpret benefit coverage, and explain policy inclusions and exclusions.
• Maintain ownership of each customer interaction, resolving issues with minimal management intervention.

Required profile

• Proactive, can‑do attitude with a proven track record in client claims management, preferably within general insurance.
• Ability to work rotating shifts, including weekends and public holidays.
• Strong communication skills and the capacity to ask probing questions to understand customer needs.
• Commitment to TMMA’s risk‑management framework and organisational culture.

Required skills