Company Description

Flexible work options
Full time, permanent contract
Supportive culture, work with a wonderful team
Melbourne CBD office with a free on-site gym

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi 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 primary role of the Customer Care Consultant is to pro-actively contact Lifebroker customers during key policy lifecycle events, to ensure that the customer’s policy remains in-force, feasible and aligned to their requirements.

In this role you will:

Manage an ongoing client base
Drive positive client outcomes by investigating and resolving client concerns
Share insight into the client experience so this can influence future activities
Adhere to all Lifebroker policies and procedures while ensuring every interaction is compliant and adheres to all code of practices
Keep an accurate record which is detailed and reflects your conversations.
Complete a needs-based analysis that is client centric so you can deliver an appropriate solution
Contact clients that have requested to cancel to discuss and gain insights to their client experience.
Liaise with our Insurance partners on behalf of the client
Maintain strong stakeholder management across the business and partners
Providing professional and positive customer experiences

Qualifications

Exceptional customer service to clients and ensure agreed service standards are met
Well-developed interpersonal and communication skills, operating with high levels of integrity
Demonstrated ability to work both in a team and autonomously
Previous experience in similar role within Financial Services/ Insurance Industry
Excellent analytical skills and methodologies, high attention to detail
Good relationship management and negotiation skills
Ability to work with change and excellent problem-solving skills
Accurate data input and sound knowledge of MS Office suite

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.