Tele Service Consultant

The Tele Service Consultant supports members through their life insurance application process. You’ll conduct Tele Interviews (full application calls) and Tele Underwriting conversations (collecting additional information for Underwriters), ensuring details are captured accurately and member queries are answered clearly. You will be responsible for guiding members through the process and delivering outcomes back to them.

In this role you will: 

• Complete full insurance application interviews and follow-up Tele Underwriting calls.
• Ask prescribed health, lifestyle and employment questions and accurately document responses.
• Deliver underwriting decisions to members and provide clear explanations where needed.
• Handle both inbound and outbound calls, working through daily outbound call lists.
• Maintain high service, compliance and quality standards.
• Support team members and identify process or member experience improvement opportunities.
• Adhere to TAL policies, customer service standards and regulatory requirements.
• Proactively raise compliance breaches, ensure accuracy in all work, and consistently meet quality targets.
• Identify opportunities to improve member experience and improve processes.

Qualifications

• Strong customer service skills or phone-based or contact centre experience.
• Strong organisational skills and attention to detail.
• High level of accuracy, especially with numbers.
• Great attitude and willingness to learn.
• Ability to work independently and as part of a team.
• Open to candidates at various career stages, including fresh graduates.
• Confident, conversational communicator able to guide members through complex topics.
• Excellent listening, questioning and documentation skills.
• High attention to detail.

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. 

#LI-Hybrid  

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.