Senior Claims Consultant - Retail Income Protection Claims

The Senior Claims Consultant is responsible for the proactive management of a portfolio of complex Retail Income Protection claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.
A key focus of this role involves providing a best-in-class customer and client (e.g. advisers, trustees, fund administrators) experience, including regular communication in relation to the status of claims and managing expectations, to deliver on quality health and claim outcomes.

• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy.
• Adherence to external regulations (e.g., Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines
• Ensure all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work
• Contributing towards a culture of process improvement. Support the Team Manager and Technical Specialist to embed required change within the team while ensuring a best practice approach to claims handling.
• Contributing to department and company projects as required
• Maintain current knowledge of life insurance guidelines, processes, and policy changes. Ensure claims handling and service approach reflects industry best practice and TAL processes and policies
• Other ad-hoc duties as required.
• Support governance, quality assurance, and process improvement initiatives.
• Promote TAL’s customer service culture through accurate, high-quality work.
• Contribute to department/company projects as required.
• Embed change initiatives and continuous improvement.

Qualifications

• At least 3-5 years’ experience in Life Insurance claims management at a similar level with a focus on Retail Income Protection Claims
• Ability to build rapport and empathy with customers during difficult times and a commitment to delivering proactive, high quality customer service.
• Advanced time management and prioritisation skills.
• Demonstrated analytical and problem-solving skills and attention to detail.
• Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable).
• Diploma or Cert IV in Life Insurance, or equivalent (desirable).

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re 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.—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working 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 everyone’s 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.