Manager, Claims Quality Assurance
TAL Australia
full-time
Posted on:
Location Type: Remote
Location: Australia
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About the role
- Leading a Claims Quality Assurance team and providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles
- Promote a culture of risk management and continuous improvement by providing risk-based detective controls and insights relating to claim assessment
- Manage Life Claims with focus on customer service, accurate policy assessment, cost control, and return-to-health outcomes using best-practice strategies
- Resolve complaints and implement improvements to enhance service quality
- Ensure adherence to TAL policies, legislative requirements, industry guidelines, and maintain a strong risk culture
- Provide guidance on liability determinations, strategy sign-off, and participate in case conferences for complex claims
- Allocate daily work, monitor performance, manage resources, and use reporting to ensure service delivery
- Recruit, coach, and develop Claims Consultants while driving TAL’s risk culture and customer service standards
Requirements
- At least 3-5 years' experience working in claims quality assurance within the Life Insurance or related discipline in Financial Services/Insurance industry (or similar)
- Demonstrated understanding of life, trauma, Lump Sum (TPD), Disability and Income Protection claims assessment and management requirements
- Demonstrated understanding of relevant regulatory and legal obligations impacting Life Insurance claim assessment
- Detailed knowledge of Claims processes, regulations and compliance and the ability to translate knowledge and experience into recommendations to add value to the business
Benefits
- Help protect over 5 million Australians, making a real difference in their lives during their most challenging times
- Enjoy work-life balance with flexible working options
- Well-being initiatives that prioritise your health
- 12 month opportunity with the flexibility to work from Melbourne, Sydney or Brisbane offices
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
claims quality assuranceclaims assessmentrisk managementpolicy assessmentcost controlcustomer serviceliability determinationsclaims processesregulationscompliance
Soft Skills
leadershipcoachingcommunicationproblem-solvingperformance managementcustomer service standardscontinuous improvementteam managementresource managementcomplaint resolution