Total 24 job vacancies by TAL

• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

Lead a team of Claims Consultants and Service Officers to deliver exceptional claims experiences in line with TAL’s claims philosophy and risk management framework.

You’ll focus on delivering a market-leading customer experience while managing risk, ensuring regulatory compliance, and driving operational excellence. Key to your success will be developing team capability, managing escalations, and fostering strong stakeholder engagement.

Key Responsibilities:

• Drive a culture of process improvement and embed change effectively within the team.
• Support department and company-wide projects.
• Stay up to date with industry best practice, policies, and guidelines.
• Ensure TAL’s claims processes reflect industry standards.
• Manage escalated issues and customer complaints, delivering aligned outcomes.
• Perform ad-hoc duties as required.

Lead a team of Claims Consultants and Service Officers to deliver exceptional claims handling and a market-leading customer experience. This role focuses on:

• Ensuring strong operational disciplines, portfolio management, and stakeholder engagement while managing risk and compliance.
• Driving a culture of process improvement and embedding best practices in claims handling.
• Resolving escalated issues and delivering outcomes aligned with TAL’s Claims Philosophy.
• Contributing to key projects and maintaining up-to-date knowledge of industry guidelines, processes, and policies.

Make a real impact by leading with excellence and fostering continuous improvement.

Base + Commissions paid monthly. Top Performers on 100k plus!

Seeking OUTBOUND call centre sales superstars! 

Working within the Lifebroker business unit through our General Advice model, we provide the information & comparisons necessary for our customers to make an informed decision to solve their insurance needs.

Offering a range of products across 5 of Australia’s top insurers, there’s always something to suit everyone.

Key Responsibilities: 

• Working within the Outbound sales team to achieve monthly sales targets.
• Facilitate phone & online enquiries, providing a positive experience for all.
• Contact, guide customers through their life insurance options with expertise. 
• Educate clients about the available insurance products, to help each client gain a full understanding of their options.
• Responsible to achieve monthly targets. 
• Maintain accurate records, documentation, and generation of quotes.
• Collaborate effectively with your team & other departments so clients experience an efficient and accurate application process.

• 12 month fixed term contract 
• Part- Time opportunity 

Join Lifebroker as a Suspense and Support Officer, a pivotal role in our distribution chain. Reporting to the Client Services Manager – SME, you’ll ensure life insurance applications submitted by our Client Services Team are seamlessly managed through to completion.

Key responsibilities include:

• Collaborating with Clients, Insurers, and Medical partners to meet application requirements.
• Driving completion within SLAs, including supporting Clients with additional information.
• Managing and analyzing the suspense pipeline while influencing the application process at every step.

• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

The Claims Consultant is responsible for the proactive management of a portfolio of life insurance 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.  

This may include but is not limited to;

• Adhering to external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
• Ensuring 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 to department and company projects as required.
• Gathering and interpreting relevant information to form an appropriate claims strategy.
• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner in accordance with policy terms and conditions.
• Working collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other internal stakeholders.
• Arranging and participating in case conferences and peer case discussions, including preparation of documentation, record keeping and completion of agreed actions.
• Providing exceptional customer service, including proactively managing communication with customers and clients relating to the management of the claim and initiating support options, where appropriate.
• Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality.

As Head of Sales and Customer Care at Lifebroker, you’ll lead, inspire, and develop a high-performing team of sales and customer service consultants, driving exceptional customer satisfaction and performance.

You’ll ensure your team embodies our brand values:

• Know your stuff: Equip teams with the right knowledge and insights to meet customer needs.
• Keep it real: Be honest, accountable, and transparent in all interactions.
• Pay attention: Listen, learn, and focus on delivering the best outcomes for customers.
• Be straightforward: Communicate clearly and break down complexities.

Key responsibilities include:

• Leading the Lifebroker Sales and Customer Care teams to maximise operational performance.
• Overseeing effective training, onboarding, and ongoing development in partnership with enterprise Training and Development.
• Delivering on financial and operational goals, while motivating the team to succeed.

Reporting to the General Manager of Lifebroker, this senior leadership role plays a vital part in shaping our sales strategy and operational plans.

Join us to help your team live their best day at work and make an impact.

Base + Commissions paid monthly. Top Performers on 100k plus!

Seeking OUTBOUND call centre sales superstars! 

Working within the Lifebroker business unit through our General Advice model, we provide the information & comparisons necessary for our customers to make an informed decision to solve their insurance needs.

Offering a range of products across 5 of Australia’s top insurers, there’s always something to suit everyone.

Key Responsibilities: 

• Working within the Outbound sales team to achieve monthly sales targets.
• Facilitate phone & online enquiries, providing a positive experience for all.
• Contact, guide customers through their life insurance options with expertise. 
• Educate clients about the available insurance products, to help each client gain a full understanding of their options.
• Responsible to achieve monthly targets. 
• Maintain accurate records, documentation, and generation of quotes.
• Collaborate effectively with your team & other departments so clients experience an efficient and accurate application process.

The Senior Claims Consultant is responsible for the proactive management of a portfolio of complex life insurance 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.

Accountabilities include:

• Manage a portfolio of complex life insurance claims in a proactive, cost-effective manner

• Ensure accurate claim assessment in line with policy terms and conditions

• Gathering and interpreting relevant information to form an appropriate claims strategy

• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner

• Work collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other stakeholders

• Provide support to the team, through guidance on the claims management process, procedures, contract requirements

• Role modelling effective case management and best practice portfolio management

• On an as needs basis support the Team Manager with the development of less experienced Claims Consultants

• Delivering exceptional customer service

The role will vary day-to-day but your key responsibilities will include:

• Manage phone calls and incoming emails/correspondence, redirecting questions and issues where appropriate and/or drafting acknowledgement or responses to email and letters
• Manage diary, including scheduling meetings, prioritising conflicting needs and ensuring time is appropriately available for critical meetings and issues.
• Work closely with the GM Claims, to keep them well informed of upcoming commitments, following up as appropriate.
• Ensure the GM Claims has relevant and appropriate documentation in advance of meetings and events.
• Review and edit reports, presentations etc. as required.
• Develop content for communications either internally or externally.
• Ensure requests/action items for the GM Claims are proactively followed up and resolved in a timely manner.
• Plan and organise team meetings, events and communications.
• Arrange domestic and international travel plans and itineraries.
• Manage ad hoc requests and/or projects from the GM Claims as required.
• Reporting and expense management.
• Communicate directly, and on behalf of the GM Claims, with the Executive Team and their respective EAs on a range of matters.
• Pro-actively establish and maintain strong working relationships with the Executive Team and Executive Assistants.
• Functional responsibilities for the Executive & Personal Assistants within TAL.

• The Customer Experience Specialist is primary responsibility is to provide a ‘best in industry’ experience when dealing with all customers (internal and external) through adhering to the customer practices, being authentic, empathetic, engaging, risk aware and doing what you say you’re going to do.
• The Customer Experience Specialist is pivotal in focusing on first call resolution for our customers and advisors within each interaction. This experience will apply to all TAL product lines (Retail, Direct and Investments) and as you put yourself in the customer’s shoes, you will be the smiling face of TAL.

About the Opportunity

As the face of TAL, you will offer TAL’s life insurance products directly to customers, providing general advice and recommendations to support their purchasing decisions and convert to a successful and compliant sale.

Key responsibilities include:

• Educate clients about TAL’s insurance products, to help the, gain a full understanding of their options.
• Establish and maintain effective relationships though inbound and outbound queries.
• Achieve realistic monthly revenue and compliance targets i.e., 15 calls per day on average and 2:1 commitment to purchase to purchase per day.
• Accountable for managing accurate documentation and generation of quotes.
• Collaborate effectively across departments to ensure a positive sales and application experience.

Join Australia's leading life insurer as a People and Culture Operations Coordinator on a 6-month contract.
You will join a close-knit team who work collaboratively to support the business with queries, requests, People & Culture platforms, processes, and policies. In this role you will be responsible for maintaining accurate employee and system records, processing changes relating to the employment lifecycle, and improving the employee experience.

In this role you will: 

• Be the first point of contact for the business for all People and Culture related matters and queries
• Provide support, guidance and coaching to people leaders and employees on People and Culture processes, platforms and the employee lifecycle
• Assist in the initial process of employee concerns or grievances  
• Assist in handling employee disciplinary processes and maintaining relevant documentation
• Identify, undertake and contribute to ongoing continuous improvement initiatives to enhance the employee experience
• Identify commonly asked questions to address knowledge gaps and develop new resources
• Collaborate with or escalate to the relevant area of People and Culture when working through employee matters and queries, when required
• Prepare and manage employment contracts and other letters related to the employee lifecycle
• Manage the completion of pre-employment checks and onboarding requirements for new starters
• Support and contribute to cyclical People and Culture activities and if required work with the relevant area of People and Culture
• Ensure data integrity and all employee records are accurate and up to date
• Actively ensure the highest standards of delivery, stakeholder management and collaboration within the team, wider People & Culture team and the business

This role is accountable for supporting customers through claims lodgement and information gathering in order to assess claims. The Claims Service Consultant 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,

• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy. 
• Adhere to external regulations (eg. 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.
• Liaise closely across the TAL Claims and other relevant internal departments to provide support in project work (including system and user acceptance testing and procedural reviews) 
• Contribute towards a culture of process improvement.

This role is responsible for leading the Claims Quality Assurance teamand providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles.A key focus of this role is to promote a culture of risk management and continuous improvement by providing risk based detective controls and insights relating to claim assessment.You may be required to leadthe delivery of small to medium scale projectsor well-defined tasks on major projects to enable QA remediation or continuous improvementinitiatives.

Job Description

You will be working within the Lifebroker business unit who compare a variety of insurance products across 5 of Australia’s top insurers.  

Through our General Advice model, we provide the information necessary for our customers to make an informed decision to solve their insurance needs. We want our customers to turn to us in the first instance, to solve their insurance needs. 

What you will be doing:  

• Working within the sales team to achieve monthly sales targets. 

• Facilitate online and phone enquiries, providing a positive experience for all. 
• Contact, establish and maintain effective relationships with clients to manage policy renewals.  
• Educate clients about the available insurance products, to help each client gain a full understanding of their options. 
• Responsible to achieve monthly targets.  
• Maintain accurate records, documentation, and generation of quotes. 
• Collaborate effectively with your team & other departments so clients experience an efficient and accurate application process.

Join Our Technology Team at TAL as a Software Engineer!

Note: This is a 12 month FTC, and we have 3 roles available

Are you ready to take your expertise to the next level? We are looking for a talented Software Engineer to join our innovative team. In this role, you will not only provide technical support and collaborate with senior IT professionals but also play a key role in shaping the future of our business.

What You'll Do:

• Dive into software development and system analysis/testing
• Upgrade existing systems and handle maintenance tasks with precision
• Be the go-to person for customer inquiries and issues, ensuring they are resolved efficiently
• Collaborate across IT departments to ensure smooth business processes.
• Maintain accurate documentation to keep our administrative processes running smoothly.
• Deliver projects with precision and attention to detail, keeping all information up to date.
• Tackle technical challenges head-on and find solutions or escalate when needed.
• Prepare insightful management reports to support decision-making.

This role is accountable for supporting customers through claims lodgement and information gathering in order to assess claims. The Claims Service Consultant 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,

• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy. 
• Adhere to external regulations (eg. 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.
• Liaise closely across the TAL Claims and other relevant internal departments to provide support in project work (including system and user acceptance testing and procedural reviews) 
• Contribute towards a culture of process improvement.

The Customer Experience Specialist is pivotal in focusing on first call resolution for our customers and advisors within each interaction. This experience will apply to all TAL product lines (Retail, Direct and Investments) and as you put yourself in the customer’s shoes, you will be the smiling face of TAL.

Key responsibilities include:  

• Servicing inbound calls for new and existing TAL & Asteron products within a timely manner.
• Educating our clients on the importance of their Life Insurance policies or investment products.
• Proactively manage relationships whilst monitoring service delivery and quality.
• Support team mates to collectively achieve desired customer outcomes.
• Respond to escalations and complaints - take responsibility to obtain a quick resolution. 

This is a newly created opportunity to join our Group Life & Retirement business unit as a Governance Coordinator. Your primary focus will be assisting in documenting, developing, and delivering operational frameworks and business process across the team. You will be a self-starter who is motivated to work with various stakeholders to create consistency and efficiencies, supporting the teams’ strategic commitments.

In this role you will: 

• Support and contribute to the development of a Partner insurance administration review framework, producing necessary reports and tracking of agreed management actions between TAL and our partners.
• Create a catalogue and document agreed processes and principles and implement relevant frameworks that clarify and strengthen our operating model. 
• Support and contribute to the development of a centralised process/framework and tools to manage annual attestations, Partner insurer questionaries and other Partner contractual requirements.
• Coordinate with relevant stakeholders across TAL and or facilitate where appropriate, training/information sessions on existing or newly developed initiatives.
• Contribute to the development, implementation, and maintenance of our operational risk control registers together with our Line 1 Risk team.
• Support the coordination of end-to-end Partner business reviews, setting up meetings, document minutes, actions and required reports.
• Maintain the internal intranet page for the Risk & Governance team, ensuring all information is current, up to date and manage user access.
• Provide necessary administration support to the Governance & Reporting Manager, Head of Governance & Risk and the Governance and Risk leadership team.

The Client Services function is primarily responsible for administering the completion of a customer’s life insurance application, which includes interviewing the customer, processing and finalising all aspects that relate to the electronic applications, which also includes all associated follow-up work. 

Key responsibilities include:  

• Process electronic applications and transfers, in accordance with daily/weekly allocation and quality targets.
• Manage the interview process with customers to record further information over the phone to finalise application process efficiently and effectively. 
• Proactively follow-up on client requirements as requested by insurance companies and/or the Team Leader, to ensure documentation is returned within agreed timeframes.
• Take the end-to-end lead with customers and ensure that customer queries are responded to within a timely manner to facilitate a speedy and quality completion process.
• Ensure all work is completed to agreed service levels and quality standards.

The Senior Claims Consultant is responsible for the proactive management of a portfolio of complex life insurance 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.

Accountabilities include:

• Manage a portfolio of complex life insurance claims in a proactive, cost-effective manner

• Ensure accurate claim assessment in line with policy terms and conditions

• Gathering and interpreting relevant information to form an appropriate claims strategy

• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner

• Work collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other stakeholders

• Provide support to the team, through guidance on the claims management process, procedures, contract requirements

• Role modelling effective case management and best practice portfolio management

• On an as needs basis support the Team Manager with the development of less experienced Claims Consultants

• Delivering exceptional customer service

The Lead Technical Specialist is responsible for leading the Technical Specialists team in providing technical advice, guidance and support to the Claims team on technical assessment and case management matters, to assist in reaching desired claims durations and outcomes in line with the terms and conditions of the policy. A key focus of the role is to optimise assessment quality within the Income Protection, Life, Trauma and TPD portfolios and support Claims Consultants to build their capability in line with the TAL claims capability and delegated authority frameworks. This includes development of processes, tools, guidelines or other resource to support assessment of the claims.