Customer Care Consultant

**Company Description**
- Flexible work options
- Full time, permanent contract
- Supportive culture, work with a wonderful team
- Melbourne CBD office with a free on-site gym

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi 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.

The primary role of the Customer Care Consultant 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.

**In this role you will**:

- 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**
- Exceptional customer service to clients and ensure agreed service standards are met
- Well-developed interpersonal and communication skills, operating with high levels of integrity
- Demonstrated ability to work both in a team and autonomously
- Previous experience in similar role within Financial Services/ Insurance Industry
- Excellent analytical skills and methodologies, high attention to detail
- Good relationship management and negotiation skills
- Ability to work with change and excellent problem-solving skills
- Accurate data input and sound knowledge of MS Office suite

**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.
- Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

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.

LI-Hybrid

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.