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
- Our competitive benefits package includes everything from financial literacy to health and wellness initiatives, designed with your well-being in mind
Your work at TAL will have a direct impact on the lives of over 5 million Australians, often during their most challenging times. Alongside our partners, you’ll contribute to meaningful work that makes a difference.
We’re committed to being proactive and accountable, enhancing how we work and collaborate to get things done. Our values – respect, commitment, and resourcefulness – guide us as we deliver on our purpose, working with governments, industry colleagues, and partners to make a lasting impact.
We also do what’s right by giving back. Through volunteering, championing equity, health, and sustainability, we actively support our community.
Job Description
At TAL, we’re here to protect what matters most—especially when life is at its toughest. The Recovery & Support Specialist (Vulnerability) plays a vital role in ensuring customers experiencing vulnerability are met with empathy, care and the right support throughout their claims journey. By shaping how vulnerability is understood and responded to across our Claims business, this role helps translate TAL’s values into meaningful action. It’s a role with real impact, supporting fair outcomes, strengthening trust, and helping ensure every customer feels heard, respected and supported when they need it most.
In this role you will:
- Champion best‑practice vulnerability support by guiding Claims teams to identify needs and respond with empathy and care.
- Embed effective vulnerability support into claims management through streamlined processes and workflows.
- Leverage insights and data to improve customer outcomes, engagement and support programs.
- Strengthen service quality by overseeing third‑party partners to ensure consistent, high‑quality support for customers.
- Inform senior leaders and partners with clear insights that enhance decision‑making and customer support strategies.
- Position TAL as an industry leader by shaping thought leadership and influencing best practice in vulnerability support.
Qualifications
- Bring 4+ years’ experience supporting people through vulnerability in social services, health, rehabilitation or a closely aligned field.
- Apply working knowledge of compensable or claims‑based environments (such as life insurance, IP, TPD, CTP or workers compensation) to inform sound support decisions.
- Use data and performance insights to shape practical strategies that improve customer experiences and outcomes.
- Communicate clearly and empathetically, with the confidence to influence, negotiate and engage a wide range of stakeholders.
- Share expertise by coaching others and lifting capability across teams through guidance and knowledge transfer.
- Demonstrate resilience, self‑awareness and accountability when navigating complex, emotionally sensitive and high‑pressure situations.
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.
