Claims Customer Solutions Specialist

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

Job summary

TAL is a leading Australian life insurer. TAL seeks a Customer Solutions Specialist to improve customer outcomes by leading remediation initiatives and strengthening processes across the business.

You will collaborate with stakeholders, investigate complex issues, and deliver fair, sustainable remediation solutions that enhance the customer experience and support the organisation's commitment to fair handling of claims.

Qualifications

• Experience in remediation, customer outcomes, risk, governance, 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.

Responsibilities

• 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.

Skills

Investigative skills

Problem solving

Communication

Presentation skills

Stakeholder management

Customer-first mindset

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.

Experience

• 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.

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.

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.