Claims Assistant

Company Description

• Flexible work options
• Full time, permanent contract
• Support the Claims Consultants with day to day claims management 
• Internal career growth opportunities
• Melbourne CBD office with on-site gym

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 empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

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

Job Description

This role is accountable for supporting customers through claims lodgment and information gathering in order to assess claims. The Claims Assistant will also assess low complexity claims as well as assessing and initiating appropriate support options tailored to the customer’s needs where appropriate.

In this role you will: 

• Handle all administration of claims files and the policy administration systems with accuracy, care and in accordance with TAL Claims standard processes, procedures and policies
• Processing of customer amendments post claims via administration systems (database)
• Supporting Claims Consultants in day to day claims management processes by providing organisational support i.e. assessing and making payments, data entry, drafting referrals etc.
• Support customers through claims lodgment and information gathering in order to assess claims as timely as possible by:
• Customer and partner stakeholder management (e.g., advisers, trustees, fund administrators) whilst monitoring service delivery and quality
• Proactively managing communication with customers and clients relating to the management of the claim
• Service the in-bound claims IVR, and other claims IVRs as required, including but not limited claim queries, notifications and basic eligibility triaging
• Respond to all enquiries from claimants and representatives within service standards aiming to achieve first point of resolution
• Assessment of low complexity claims
• Take responsibility to obtain a quick resolution of escalations and complaints

Qualifications

• Minimum 1-2 years in a customer service-based role
• Excellent problem-solving skills
• Ability to build rapport over the phone and demonstrate empathy with customers during difficult times
• Outstanding relationship management and negotiation skills
• Meticulous attention to detail
• Understanding of medical terminology (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. 

#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.