Tele Service Consultant
TAL
- Melbourne, VIC
- Permanent
- Full-time
- 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.
- 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.
- 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.
- Underwriting administration or tele-underwriting experience.
- Prior experience in a customer service-based role.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.#LI-HybridEveryone 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.