Claims Customer Solutions Specialist

Company Description

• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health
• Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions.
• 12-month opportunity with a strong likelihood of becoming a permanent role

At TAL, we’re supported to live our best lives. With flexible and blended working options, discounted insurance, and wellbeing initiatives, we know we’re valued.  

You’ll work alongside some of the brightest and most capable colleagues in the industry, with leaders who inspire, support, and include everyone. We foster a culture where everyone belongs.  

Collaborating in person strengthens our social bonds and powers better problem-solving. Together, we face challenges and grow stronger. We connect to include, celebrate, reward, and recognise each other.  

Job Description

At TAL, our Claims team helps people navigate some of life’s most challenging moments with confidence, care and clarity. As a Customer Solutions Specialist, Claims, you’ll play a vital role in improving customer outcomes by leading remediation initiatives that strengthen our processes, enhance customer experiences, and ensure we continue to deliver on our commitment to handling claims fairly and efficiently. This is an opportunity to make a meaningful impact, working across the business to help more Australians live their best possible life. 

In this role you will:

• Lead customer remediation and review initiatives to deliver fair, consistent and customer-focused outcomes.
• Drive complex customer, process and operational investigations to identify impacts, root causes and sustainable solutions.
• Manage end-to-end remediation projects, ensuring successful delivery against agreed objectives and timeframes.
• Partner with a broad range of stakeholders to achieve remediation outcomes and support continuous improvement initiatives.
• Analyse complex information and translate findings into clear, actionable recommendations.
• Present insights, progress updates and recommendations to senior leaders and key decision-makers.
• Identify opportunities to enhance processes, reduce risk and improve the customer experience.
• Contribute to a culture of continuous improvement, customer advocacy and operational excellence.

Qualifications

• Experience in remediation, customer outcomes, risk, governance, operational excellence, claims, or a related environment.
• Strong investigative and problem-solving skills, with the ability to analyse complex issues and determine practical solutions.
• Exceptional communication and presentation skills, with confidence engaging and influencing senior stakeholders.
• Demonstrated experience delivering remediation centred projects, initiatives, or business improvement programs from inception through to implementation.
• The ability to think critically, challenge constructively and make sound, evidence-based decisions.
• A proactive and self-driven approach, with the ability to take ownership and work effectively in a constantly evolving environment.
• Strong stakeholder management capabilities, with a proven ability to build trusted relationships across diverse teams.
• A customer-first mindset and genuine commitment to delivering fair and sustainable outcomes.

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.

#LI-Hybrid 

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.

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