Central Coast, New South Wales, Australia
Dedicated to providing exceptional client centred service and outcomes in the insurance industry for more than 20 years. A proactive, practical and professional specialist with experience in Partnership Management, Group Insurance Claims, Financial Advice and Banking with one of Australia’s leading life insurers TAL and at the Commonwealth Bank of Australia. Expertise in relationship management, governance, data analysis and reporting, incident management, income protection and lump sum claims handling and decisioning, providing insurance advice, writing statements of advice, coaching, compliance, products and application management, achieving targets, dealing with high-net-worth clients with complex needs, stakeholder management, high level skills in Fineos (CARE), XPLAN, Coin client management software and a high degree of competency using quoting and client management software. Known as someone who is values driven, has strong business acumen and relationship management skills, understanding customer needs from both an operational and strategic perspective to deliver tailored solutions to meet specific needs. Established time management skills including the ability to manage personal commitments and engage with stakeholders to deliver customer solutions in an agreed timeframe.
Reporting to: Head of Partnership Core Responsibilities: - Support cornerstone superannuation clients, ensuring exceptional service delivery across all touchpoints with TAL Life. - Understand and uphold commitments outlined in administration agreements and other contractual obligations. - Assist with account management and partner engagement, including meeting coordination, agenda preparation, minute-taking, and operational reporting. - Manage contractual documentation and maintain client profiles, proposals, insurance summaries, and policy updates. - Lead rollout of service initiatives to enhance partner experience and operational efficiency. - Respond to policy-based queries and escalate interpretive matters appropriately. - Investigate and resolve ad hoc business queries, including exceptions and update requests. - Provide relationship and operational support across TAL and partner teams. - Handle incident management and reporting with a focus on governance and process improvement. - Manage commercial decision requests and employer pricing queries via team inbox. - Oversee meeting logistics, record-keeping, and invoice processing. Key Achievements: - Delivered the annual insurer questionnaire through effective stakeholder engagement. - Produced over 14 monthly operational reports supporting transparency and performance tracking. - Designed and implemented a streamlined incident management process, improving governance and efficiency. - Created a comprehensive SOP for complex monthly reporting. - Independently managed commercial and pricing queries within tight SLAs. - Coordinated meeting agendas, minutes, actions, and documentation. - Accurately processed and managed invoices.
Reporting to the TAL MINE Super Team Manager, the Claim Consultant is responsible for managing a portfolio of claims for insured members of the Mine Superannuation fund. Mine Superannuation members are provided with access to a Group Insurance Plan that includes Income Protection, Total and Permanent Disability and Death and terminal illness cover. The Claims Consultant works to assess and approve benefits in line with their delegated authority. In addition, the Claim Consultant is responsible to work within agreed Service Level Agreements (timeframes) and relevant legislative requirements including Life Code commitments. • Manage a portfolio of approx. 40 claims • Assess in line with policy terms and conditions • Adhere to SLA and Life Code commitments • Consider and refer members for relevant rehabilitation services • Proficiency in use of FINEOS • Achieve Quality Assurance targets • Respond to inbound enquiry by phone • Liaise and consult with internal subject matter experts including for medical and legal opinion.
Reporting to the National Advisory Services Manager and part of the National Services Team, the Associate is responsible for providing life insurance expertise nationally to Private Wealth Managers who service the wealth protection needs of high net worth clients and providing insurances services with regard to advice documentation, implementation, compliance, operations and process development. • Advice documentation • XPLAN support and coaching • Quality and compliance audit and coaching • Risk Research analysis and coaching • Strategic consultations • Claims management • Adviser registration • Operations management • Complaints investigations and support • Support of High Risk Adviser and Annual Review obligations projects • Subject matter expert supporting Licensee Standards project • Develop business tools and templates
Reporting to the Team Leader, the Insurance Associate was responsible for working closely with a team of Private Wealth Managers providing advice to high net worth clients on personal and business insurance matters. • Management of underwriting processes with life companies. • Assist in servicing of client accounts by researching routine problems and complaints, identifying errors and initiating the appropriate corrective action • Prepare advice sales paperwork, maintain resource library, research policies. • Assist with the establishment & maintenance of client files • Prepare initial pitch documents • Prepare statement of advice documents for delivery to clients • Attend to client queries • Respond to compliance issues within required time frames • Support management with specific projects
Reporting to the Manager, the Team Member was responsible for contacting insurance applicants and collecting additional personal information for the underwriting of their insurance, in addition to answering insurance adviser’s enquiries. • Provide excellent customer service and telephone management • Experience with Life400, Fineos and CFLOW systems (insurance data base and work flow software) • Liaise with Underwriting and Claims teams to achieve outstanding client outcomes