Claims Complaints Analyst

TAL Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Inclusive employer

Diversity champions

Reconciliation advocates

Job summary

TAL Australia is seeking a Complaints Analyst to help understand and improve customers' experiences during the claims journey. You will identify trends, drive governance-informed improvements and support risk, QA and customer experience stakeholders in delivering better outcomes.

In this role you will conduct root cause analysis, review claim files and complaint records, and translate findings into practical recommendations that reduce complaint volumes and improve overall customer outcomes.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Root cause analysis

Analytical thinking

Stakeholder management

Problem solving

Communication

Independent work

Job description

• Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions.
• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle
• 12 month contract opportunity, open to Sydney or Melbourne

Company Description

• Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions.
• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle
• 12 month contract opportunity, open to Sydney or Melbourne

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 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.

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.