Claims Complaints Analyst

Tal; Sydney, Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

TAL is seeking a Complaints Analyst to help us better understand customer experiences and drive improvements in the claims journey. You will identify drivers, trends and systemic issues, and work with Claims, QA, Risk and CX to implement sustainable actions.

The role emphasises data-driven insights, detailed analysis, and collaboration to protect Australians' way of life with care and confidence. It is a 12‑month contract, hybrid in Sydney or Melbourne.

Qualifications

• Experience in life insurance claims, workers compensation or similar regulated claims environment.
• Ability to conduct root cause analysis and translate findings into practical improvements.
• Strong stakeholder management and communication skills to influence outcomes.

Responsibilities

• Conduct detailed root cause analysis of claims complaints through review of claim files and interactions.
• Identify complaint drivers, emerging risks and systemic issues affecting customer outcomes.
• Analyse complaints data to identify opportunities to improve claims handling and customer experience.
• Prepare reporting and recommendations for governance forums to support informed decisions.
• Partner with Claims, QA, Risk, CX and Internal Dispute Resolution to drive improvements.
• Support initiatives to reduce complaint volumes and improve outcomes across the claims journey.

Skills

Life insurance claims

Root cause analysis

Stakeholder management

Analytical thinking

Communication skills

Job description

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’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and partners.Andyou valueworking 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

We will be upgrading the way you apply for jobs at TAL and therefore our job ads will be temporarily unavailable from 5pm Friday 23rd October until 9am Monday 26 October 2026. All job application deadlines will be extended to ensure you have ample time to apply. We look forward to seeing your application

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