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.

As a Senior Claims Service Consultant, you will play a vital role in delivering a best-in-class experience for our customers during some of life’s most challenging moments. You’ll act as a key support to the Team Manager by ensuring efficient day-to-day operations, helping optimise claims performance, maintaining compliance standards, and being an advocate for continuous improvement and team development.

In this role you will:

• Support customers through claims lodgement and information gathering, ensuring timely and accurate processing.
• Act as a first point of escalation for claims queries and support Claims Service Consultants with complex customer issues.
• Lead by example in delivering high-quality service to customers, advisers, trustees, and fund administrators.
• Contribute to process enhancements and implement business improvement initiatives in collaboration with the Claims leadership team.
• Provide coaching, quality assurance, and knowledge sharing to help develop team capability.
• Assist the Team Manager with operational activities, including prioritising workloads, monitoring KPIs and SLAs, and maintaining service standards.
• Manage inbound IVR claim services and ensure timely responses to all customer and partner enquiries.
• Ensure all work is completed in accordance with TAL’s Claims Philosophy, industry regulations, and compliance guidelines.
• Participate in cross-functional project work, including user acceptance testing and procedural updates.

• Minimum 2–3 years' experience in a customer service or insurance claims role
• Demonstrated ability to show empathy and build rapport with customers
• Strong problem-solving skills, attention to detail, and a proactive mindset
• Excellent time management and the ability to work under pressure and prioritise effectively
• Strong written and verbal communication skills
• Certificate IV or Diploma in Life Insurance (or equivalent) (desirable)
• Understanding of medical terminology and claims processes (desirable)

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.