Complaints Analyst

TAL Services Limited; Sydney; On-site; AUD 90,000 - 110,000; Full time

Job summary

TAL Services Limited is seeking a Complaints Analyst to help us understand customer experiences across the claims journey and drive improvements with care and confidence. You will conduct root cause analyses of claims complaints, identify drivers and systemic issues, and prepare insights for leaders and governance forums to support informed decisions.

Experience in life insurance claims and complaints management is highly regarded, with strong stakeholder collaboration and independent,

Qualifications

• Experience in life insurance claims or regulated claims environments.
• Ability to review claim files to identify drivers and improvements.
• Experience with root cause analysis and turning findings into actions.
• Ability to spot trends and systemic issues from data and qualitative info.
• Strong analytical and problem-solving skills with customer-to-business insight ties.
• Excellent stakeholder management and ability to influence outcomes.
• Ability to work independently and manage competing priorities in a fast-paced setting.

Responsibilities

• Conduct root cause analysis of claims complaints through files, interactions, records and processes.
• Identify complaint drivers, risks, recurring themes and systemic issues.
• Analyse complaints data to find opportunities to improve handling and experience.
• Prepare reporting and recommendations for leaders and governance forums.
• Partner with Claims, QA, Risk, CX and IR stakeholders to drive improvements.
• Support initiatives to reduce complaint volumes and improve outcomes across the journey.
• Monitor trends and ensure timely escalation and resolution of issues.

Skills

Life insurance claims experience

Claims quality assurance

Complaints management

Regulated environment experience

Analytical/problem solving

Stakeholder management

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.