Job Description
Company Description
- Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
- Make meaningful contributions to the community through volunteering, health initiatives, and sustainability efforts
- Take advantage of access to resources, industry-leading training, and mentoring to accelerate your professional development and expertise.
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
At TAL, every interaction is an opportunity to make a real difference in someone’s life. As a Customer Experience Specialist, you are the human face of our promise—bringing care, empathy and trust to moments that matter most. By putting yourself in the customer’s shoes, you help Australians feel supported, understood and confident in their decisions, no matter the product or channel. Your work directly contributes to TAL’s purpose of protecting what matters, creating meaningful experiences that build lasting relationships and deliver brighter possibilities for our customers.
In this role you will:
- Deliver exceptional customer experiences by resolving enquiries efficiently across TAL and Asteron products.
- Build trusted relationships with customers, advisers and stakeholders through clear, empathetic communication.
- Educate and empower customers to confidently understand and value their insurance or investment cover.
- Own and resolve escalations with urgency, restoring confidence and preventing future issues.
- Strengthen service quality by identifying trends, sharing insights and improving customer outcomes.
- Uphold compliance and risk standards to protect customers, the business and TAL’s reputation
Qualifications
- A genuine customer‑first mindset, bringing warmth, empathy and professionalism to every phone conversation.
- Clear and confident communication skills, able to explain information simply and build trust with diverse customers.
- Motivation to achieve positive outcomes, balancing quality service with results and team goals.
- Strong time‑management and focus, comfortably juggling multiple enquiries in a fast‑paced environment.
- A collaborative, team‑oriented approach, contributing positively and supporting shared success.
- Foundational experience or knowledge of contact centre environments or life insurance, with a willingness to learn and grow.
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.
