Company Description
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.
Bring your curiosity, ambition and unique perspective, and help us continue reimagining insurance through innovative thinking, digital capability and a commitment to better outcomes for the people who depend on us.
Job Description
At TAL, every customer interaction matters, especially during challenging times. As a Complaints Analyst, you'll play an important role in helping us better understand our customers' experiences, turning insights into meaningful improvements that enhance the claims journey. By identifying trends, driving continuous improvement and supporting strong governance practices, you'll help ensure we're learning from feedback and delivering on our purpose of protecting Australians' way of life with care, empathy and confidence.
In this role you will:
• Conduct detailed root cause analysis of claims complaints through review of claim files, customer interactions, complaint records and operational processes.
• Identify complaint drivers, emerging risks, recurring themes and systemic issues affecting customer outcomes.
• Analyse complaints data and claims insights to identify opportunities to improve claims handling, complaint management and customer experience outcomes.
• Prepare reporting, insights and recommendations for operational leaders and governance forums to support informed decision-making.
• Partner with Claims, Quality Assurance, Risk, Customer Experience and Internal Dispute Resolution stakeholders to investigate issues and drive sustainable improvements.
• Support the development and implementation of initiatives aimed at reducing complaint volumes and improving customer outcomes across the claims journey.
• Monitor complaint trends and emerging risks to ensure issues are identified, escalated and addressed in a timely manner.
Qualifications
• What we're looking for: Experience within life insurance claims, insurance claims, workers compensation, claims quality assurance, complaints management or a similar regulated claims environment.
• Strong understanding of claims processes and the ability to review claim files to identify complaint drivers, process breakdowns and improvement opportunities.
• Experience conducting root cause analysis and translating findings into practical recommendations and business improvements.
• Demonstrated ability to identify trends, emerging risks and systemic issues from qualitative and quantitative information.
• Strong analytical and problem-solving skills, with the ability to connect individual customer experiences to broader business insights.
• Excellent stakeholder management and communication skills, with the ability to influence outcomes and present insights to a range of audiences.
• Ability to work independently, manage competing priorities and maintain attention to detail in a fast-paced environment.
• Highly regarded Experience in Life Insurance Claims.
• Experience within complaints management, customer advocacy, quality assurance or operational risk functions.
• Experience identifying and implementing continuous improvement initiatives within claims or customer service environments.
Benefits
At TAL, we're committed to helping our people thrive both professionally and personally. Depending on your role and eligibility, benefits may include:
- Flexible and blended ways of working that support your work and personal commitments.
- Access to learning, leadership development programs, LinkedIn Learning and global career opportunities through the Daiichi Life Group.
- TAL-funded Life, Income Protection and Total & Permanent Disability insurance, plus employee insurance discounts.
- Wellbeing support including Employee Assistance Program services, wellbeing resources, annual flu vaccinations and health initiatives.
- Additional leave benefits including paid parental leave, wellbeing leave, community leave and purchased leave options.
- Access to TAL Rewards Plus, offering discounts at hundreds of popular retailers and services.
Our Commitment to Inclusion
We're proud to be recognised as an Employer of Choice for Gender Equality and maintain partnerships with organisations including Diversity Council Australia, Australian Disability Network and Pride in Diversity. Through our Innovate Reconciliation Action Plan, we're also committed to building meaningful relationships, creating opportunities and contributing to positive outcomes for Aboriginal and Torres Strait Islander peoples.
We welcome applications from people with diverse experiences, perspectives and backgrounds and are committed to providing an inclusive recruitment experience for all candidates. Need adjustments during the recruitment process? Let our team know by getting in touch with us here we’re here to support you.
If you are already a TAL employee, please apply via the Jobs Hub in Workday. This is important to ensure that your application is recorded accurately.
