Job description
Company Description
- Help protect over 5 million Australians, making a real difference in their lives during their most challenging times
- Take your career further than you ever imagined with diverse roles and opportunities for personal and professional development
- Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle
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.
Job Description
The Customer Solutions Specialist role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders. The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy.
The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Customer Solutions, Claims function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework.
In this role you will:
- Supervise and coach Analysts to ensure accurate documentation of remediation details, high-quality data management, root cause analysis, and adherence to TAL remediation policies.
- Coordinate stakeholder engagement across Claims, Risk, Operations, and frontline teams to align on remediation scope, process improvements, and customer communication strategies.
- Shape and implement corrective actions and preventative controls, including strategy development, approvals, and governance oversight.
- Collaborate with data teams and SMEs to refine data extracts for impact analysis and support accurate remediation planning.
- Support training and communication rollouts by developing FAQs, fact sheets, and assisting with drafting and testing customer communications.
- Execute remediation plans and projects, including system updates, direct customer contact, and delivery of small-to-medium scale initiatives to improve operational resilience.
Qualifications
- 3+ years’ experience within the financial services/life insurance industry.
- Familiarity with the Claims business unit and TAL-wide procedures, policies, and guidelines.
- Strong understanding of the life insurance industry including detailed operational knowledge.
- Computer literacy and a good knowledge of relevant software including MS Excel & PowerPoint.
- Experience with a life insurance administration and workflow system.
- Strong data analytical skills.
- Effective influencing, negotiation, relationship management and stakeholder skills.
- Strong customer service skills Familiarity with the relevant regulatory and legal compliance requirements (e.g. APRA/Life Act) of a life insurance company.
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.
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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.
