Customer Retention Specialist

2 months ago

Melbourne, Australia TAL Full time

Company Description

TAL is Australia’s life insurance specialist. Part of the Dai-ichi Life, one of Japan’s largest life insurers, TAL provides life and disability insurance and income protection solutions to more Australians than any other insurer.

**What’s in it for you**:
TAL is much more than a place to come to work. It’s a place to help our people grow. Develop leadership skills. Foster true diversity. Reward excellence. Work in a flexible, inclusive, and healthy environment.

**TAL Employee Benefits**:

- This role is 100% WFH/ Remote from VIC, NSW & QLD only.
- A generous company paid life insurance and super plan.
- Recognition and reward programs that acknowledge great work.
- Coaching, mentoring, and training programs.
- Flexible work and leave options to support study, family, and lifestyle.
- A focus on wellbeing including health and product discounts.

**Job Description**:
The primary role of the Customer Retention Specialist is to pro-actively contact TAL customers during key policy lifecycle events, to ensure that the customer’s policy remains in-force, feasible and aligned to their requirements.

**Key lifecycle events include**:

- Payment dishonours or overdue payment notifications
- Policy renewal/anniversary triggers
- Cancellation
- Conservation periods
- Proactively identify and address retention risks before they occur

**Key Accountabilities**
- Contact customers at key policy lifecycle events, to offer support, customers payment solutions and/or to inform them of the policy start up or renewal requirements
- Position and re-iterate the value of Insurance as well as TAL solutions,
- Assist the client and Advisor with procedural issues (start up or renewal) or offer payment solutions to assist in retaining a current policy
- Pre-qualify and act on retention opportunities
- Action contact lists within the defined Service Levels
- Conduct all calls within the CRT contact management guidelines and in a professional and courteous manner
- Record and capture all activity and results against each contact record,
- Ensure that all communications are conducted with professionalism, that transactions are performed in a compliant manner and in accordance with TAL’s policies and procedures, whilst also aligned to industry legislation
- Ensure individual KPI’s are met or exceeded
- Maintain an overall positive work ethic toward assigned tasks, fellow team members and business change
- Any reasonable additional duties such as project work, as requested

**Qualifications**:

- Tele-sales or Tele-marketing, Call-Centre experience (inbound or outbound) preferably in Insurance
- Financial services background
- Call Centre systems experience
- RG146 Qualified
- Able to perform premium or relevant calculations competently/accurately
- Problem solving & customer needs analysis
- Excellent Verbal and written Communication skills

Additional Information
**#LI-Remote**

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.

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