Technical Specialist, Retail Income Protection Claims

Job Description

The Technical Claims Specialist sits at the centre of quality and decision integrity, providing expert review and guidance on lump sum claims. The role ensures fair, consistent outcomes in line with TAL’s philosophy and regulatory standards, while elevating the customer and client experience through coaching, clarity of communication, and strong technical leadership.

• Act as a subject matter expert, responding to Claims Consultant requests and enquiries and to authorise and review claims (and associated benefits payments)
• Provide adverse decision review and sign off on assessment, which may require referral to internal Claims review body
• Coaching Claims Consultants in appropriately executing assessment practices ensuring the timely and quality management of claims. Including completing ‘above delegation’ and ‘within delegation’ reviews of individuals work and recording outcomes and opportunities for development 
• Support Client Managers and Team Managers in their reporting to funds and attendance at fund meetings/case conferences related to technical claim outcomes as required
• Development/ enhancement of claims handling procedures and guidelines as required. 
• Review, advise and sign off (within delegation) on policy T&Cs within internal forums, communicating the outcome of approved policy T&Cs within team to ensure understanding/application
• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy as well as to external regulators (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines

Qualifications

• At least 5-6 years experience in Life Insurance claims management at a similar level with a focus on Retail Income Protection Claims 
• Ability to build rapport and empathy with customers during difficult times and 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.
• Diploma or Cert IV in Life Insurance, or equivalent (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.