Tele-Interview Consultant

Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent. 

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not discover where we can go?

Job Description

We are essentially an outbound telephony team focused on assisting a client with completing their health and lifestyle details via an online application process. 

We have consultants based in all states and our prime objective is to provide our customers with an exceptional tele service experience.

Together, our team plays a significant role in delivering TAL’s values and we partner with our customers to ensure that the choices, options and freedoms that matter to them are protected. ​​​

Business Unit stakeholders across TAL with particular emphasis on TAL Life and other business units as required. TAL’s Customers, Funds and Advisers specifically TAL Life or other business units as required

The Tele Service Consultant function is primarily concerned with performing Tele Underwriting and Tele Interviews in the Retail space. Integral to this is quality and service standards which ensure the functions are meeting TAL’s Customer requirements.

Qualifications

Underwriting Administration

• Perform tele interview and tele underwriting calls as required.
• Respond to all Retail enquiries pertaining to Tele Underwriting & Tele Interviews
• Plan, organise and balance Tele Interview schedule.
• Ensure all work is completed to agreed service levels and quality standards
• Regularly participate in team meetings.
• Assist with project work, system and user acceptance testing, procedural reviews and process improvement when required.
• Engage in creating a supportive team environment whilst actively sharing skills and knowledge.

Escalations and Complaints

• Respond to escalations and complaints and take responsibility to obtain a quick resolution. Liaise with various departments in order to achieve a successful outcome.
• Identify trends and provide feedback to your Team Manager to prevent reoccurrence.
• Respond to escalated enquiries with a sense of urgency and a view to both resolve the complaint and eradicate any underlying issues to prevent future occurrences.
• Display initiative and respond directly to Customers, Funds and Advisers and other internal and external stakeholders as required via phone or email.

Compliance and Quality

• Identify potential opportunities to improve the way Customers, Funds and Advisers do business with TAL.
• Ensure all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture.
• Proactively raise and seek to rectify known compliance breaches within set timeframes.
• Produce high-quality, accurate and compliant work.
• Consistently achieve or exceed agreed individual quality targets.

• Customer centric with excellent customer service skills and friendly telephone manner
• Motivated and results driven.
• Ability to work as part of a team and contribute to positive outcomes for the team
• Display effective time management skills.
• Focus on quality and continuous improvement.
• Medical Terminology or related health experience
• 12 months underwriting administration or tele-underwriting experience
• Prior experience in a customer service based role

Additional Information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here.

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging. 

#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.