Tele Service Consultant

Job Description

The Tele Service Consultant plays a meaningful role at the heart of TAL’s promise to protect what matters most. Through thoughtful, human conversations, this role helps members feel informed, supported and confident in their cover often at moments when reassurance matters most. By ensuring members truly understand the protection available to them, Tele Service Consultants contribute directly to TAL’s purpose of helping Australians live with greater choice, security and peace of mind, knowing we’ll be there when life takes an unexpected turn.

In this role you will:

• Guide members through the insurance application process, building understanding, confidence and trust in their cover.
• Conduct high‑quality tele interviews and underwriting conversations to enable timely and accurate application assessments.
• Capture complete and accurate member disclosures, asking appropriate follow‑up questions to support sound underwriting decisions.
• Resolve member enquiries and concerns efficiently, delivering clear outcomes and a positive customer experience.
• Meet service level and quality expectations consistently, ensuring reliable, compliant and customer‑focused outcomes.
• Identify opportunities to improve member outcomes and processes, contributing to continuous improvement and team effectiveness.

Qualifications

• Clear, empathetic communicator who listens actively, builds trust quickly and handles sensitive conversations with care.
• Customer‑first mindset, motivated by helping members feel informed, supported and confident in their decisions.
• Strong attention to detail, with a natural focus on accuracy and doing things right the first time.
• Reliable team contributor who works collaboratively, shares knowledge and supports positive team outcomes.
• Well‑organised and adaptable, able to manage time effectively while maintaining high quality.
• Curious and improvement‑focused, open to learning and finding better ways to enhance the member experience.

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.

Company Description

• Take your career further than you ever imagined with diverse roles and opportunities for personal and professional development.  
• Join us in shaping the future of the insurance industry, driven by innovation and a 150-year legacy of protecting people 
• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health 

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. 

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities. 

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance. 

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.