Senior Claims Consultant

Senior Claims Consultant – Retail Income Protection Claims at TAL Australia As a leading life insurer backed by Daiichi Life, TAL has protected Australians for over 150 years. We are seeking a Senior Claims Consultant to proactively manage a portfolio of complex Retail Income Protection claims, ensuring high‑quality outcomes and a best‑in‑class customer experience. Job Description 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, handling procedures, policy terms and conditions, and relevant regulatory requirements. The role focuses on delivering a best‑in‑class customer and client experience, including regular communication and expectation management. Ensure compliance with TAL policies, procedures and guidelines, ensuring claims management is in accordance with the TAL claims philosophy. Adhere 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 stakeholders adhere to TAL’s Customer Service Culture through the provision of high‑quality, accurate and compliant work. Contribute to a culture of process improvement, supporting the Team Manager and Technical Specialist to embed required change within the team. Participate in department and company projects as required. Maintain current knowledge of life insurance guidelines, processes and policy changes, ensuring the claims handling and service approach reflects industry best practice and TAL processes and policies. Perform 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. Embed change initiatives and continuous improvement. Qualifications At least 1–2 years’ experience in life insurance senior claims management at a similar level. Ability to build rapport and empathy with customers during difficult times, with 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 a leading life insurer, committed to inclusion and supporting the career growth of our diverse workforce. 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 the 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. As part of the recruitment process, several checks may be conducted to demonstrate eligibility for the role, including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. 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. Referrals increase your chances of interviewing at TAL Australia by 2x. #J-18808-Ljbffr