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Client Relations Specialist

2 months ago

Melbourne, Victoria, Australia Tal Services Limited Full time

Job Overview

Customer Care Consultant

  • Work with Australia's leading Life Insurance provider
  • Opportunities for professional growth and a nurturing workplace
  • Comprehensive employee benefits package

About the Role

Welcome to the Individual Life division, recognized as the top performer in Individual Life sales throughout Australia.

Our team is diverse in expertise and geographical presence, encompassing essential functions in sales, marketing, product development, underwriting, and distribution channels.

As a cohesive unit, we play a crucial role in fulfilling TAL's objectives, partnering with our clients to safeguard the choices and freedoms that are significant to them.

The Customer Care Consultant position is integral to the Retention Team within Existing Business at Lifebroker. This team engages with clients and insurance partners regarding existing policies that have recently faced issues such as dishonor, lapse, or cancellation.

In this role, you will reach out to clients to discuss their policy status, engage in meaningful conversations, and ensure they are adequately protected.

Key Responsibilities

Your primary duties will include delivering exceptional service to our Lifebroker clients while identifying their needs to propose suitable solutions.

You will connect with clients through both inbound and outbound initiatives to educate and assist them in maintaining their coverage.

  • Foster positive client outcomes by addressing and resolving client concerns
  • Comply with all Lifebroker policies and procedures, ensuring all interactions meet compliance standards
  • Accurately document client interactions to enhance relationships with Lifebroker and its partners
  • Communicate with clients who may struggle to meet their premium obligations or wish to modify their current policies
  • Conduct a needs-based analysis focused on the client to deliver appropriate solutions
  • Collaborate with our insurance partners on behalf of the client to achieve favorable outcomes for all parties involved
  • Maintain strong engagement with stakeholders across the business and partner networks
  • Provide professional and positive customer experiences

Candidate Profile

To excel in this position, you should possess:

  • Outstanding customer service skills, ensuring adherence to agreed service standards
  • Strong interpersonal and communication abilities, demonstrating high levels of integrity
  • Proven capability to work effectively both in a team and independently
  • Relevant experience in a similar role within the Financial Services or Insurance sector
  • Excellent analytical skills and attention to detail
  • Proficient relationship management and negotiation skills
  • Adaptability to change and strong problem-solving abilities
  • Accurate data entry skills and familiarity with the MS Office suite

You take accountability for your actions, persistently seek the best outcomes for clients and partners, and value collaboration in problem-solving.

Our Commitment

We recognize that every Australian life is unique, and we appreciate the value of diverse perspectives from individuals across various backgrounds.

We strive to create a workplace that is inclusive and flexible, providing our employees with options that enable them to maximize their career potential. We are committed to this principle.

We aim to grow alongside you, achieve together, and support you in delivering your best work. We are always in search of individuals who aspire to advance with us.

Ethical Standards

At TAL, everyone is expected to uphold ethical standards and is accountable for their conduct. We expect adherence to the principles outlined in our Code of Conduct during daily operations.

Risk management is a collective responsibility.

Additional Information

All employees at TAL share the responsibility to act ethically and are accountable for their behavior. We expect compliance with the principles in our Code of Conduct at all times. Risk management is a shared duty.