• We’re passionate about internal career moves for our people. 
• Trusted by 4.5 million Australians, we’ve been protecting Australians for 150 years 
• We’re growing and investing in our future  

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 see where we can go? 

The Suspense and Support Officer role is a key role in the distribution chain at Lifebroker. The role is accountable for ensuring Clients submitted to Insurer partners by the internal Client Services Team are managed through to completion.

Reporting to the Client Services Manager – SME, the role is primarily responsible for liaising with Clients, Insurer and Medical partners to deliver requirements to fulfill Life Insurance application requirements. This includes liaising and assisting Clients with completion of additional information and driving Medical partners and Insurers to applicable SLA’s in regards to completing applications on behalf of clients.

The Suspense and Support Officer is a senior role within the CSO/SME department at Lifebroker and the role requires in-depth knowledge of the Insurer application, underwriting and assessment process. Ongoing analysis and delivery of the suspense pipeline is a key deliverable in the role and having an ability to influence each step of the distribution process is critical to success.

Successful candidates will have a high attention to detail, a driver personality and approach to the role, be highly organised and have proven ability to influence both internal and external stakeholders. You will be results driven, a team player and have a minimum of 3 years’ experience in Life Insurance administration, underwriting or processing roles

• Proactively liaise with Insurers to ensure all applications are processed within expected timeframes
• Effectively manage the distribution of Insurer correspondence to other Lifebroker departments via the Suspense inbox
• Proactively follow up and provide weekly data on all outstanding Save requests and SAT’s to the Advisers in the New Business and Existing Business Teams
• Collaborate with the Client Services Manager – SME, suspense team and Insurers in order to meet and exceed monthly completion targets and KPI’s
• Liaise with Clients to complete any further information including medical reports, financial information and additional requirements requested from underwriting
• Liaise with Medical partners such as UHG and Prestige to deliver outcomes on behalf of Clients
• Assist with the distribution of the daily completions tracking communications to stakeholders (internally and via Insurers)
• Execute regular analysis of the Suspense pipeline and deliver outcomes to the broader SME and leaderships teams

• Ability to work as part of a team and to contribute to achieving positive team outcomes. Effective time management skills
• Builds solid relationships across the business
• Proactively identifies improvement activities and has a focus on quality and continuous improvement
• Proficient in the use of computer systems, software packages and processes
• A team player and the ability to contribute to building a positive culture

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 a number of 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. 

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, please read 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. 

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.