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Customer Experience Specialist - Direct

TAL - Melbourne, VIC

Banking & Finance
Source: uWorkin


Customer Experience Specialist

  • Join Australia’s No.1 Life Insurer

  • Great career starter!

  • Proven career opportunities and excellent employee benefits

Welcome to This Australian Life.

From the millions of Australian’s we protect, to those that make it happen every day at TAL, people really are what we’re all about.

TAL needs people who represent our diverse Australian community.

People who embrace our spirit and inspire confidence in their colleagues, customers and community.

People who are passionate about making the most of the choices and options we provide. People who do what’s right, aim high, and work smart.

Customer Experience Specialists (CES)

This role is the perfect launching pad to build a long-term career with TAL.

The CES primary responsibility is to provide a ‘best in industry’ experience when dealing with all customers (internal and external). This happens through adhering to customer practices, being authentic, empathetic, engaging, risk aware and doing what you say you’re going to do. It’s a pivotal role in transforming the experience from a transactional one to a relationship based holistic experience.

You’ll work with product lines such as Retail, Direct and Investments, and as you put yourself in the customer’s shoes, you will be the smiling face of TAL.

About the opportunity

Your passion for customer service will shine through as you service inbound calls for new and existing Life Insurance or Investment products within a timely manner to achieve team and individual service levels.

In your interactions you will build strong business relationships with Financial Advisors and internal stakeholders, educating our clients on the importance of their Life Insurance policies or investment products and proactively manage relationships whilst monitoring service delivery and quality. Responsibilities include:

  • Operating as the primary point of contact, responding to all enquiries, aiming to achieve first point resolution

  • Completing administrative tasks within service standards and monitoring service delivery and quality

  • Respond to escalations and complaints, taking responsibility to gain quick resolutions

  • Understand our responsibilities per Privacy law and compliance guidelines and execute activities within these

  • Identify trends and provide feedback to the Team Manager to prevent reoccurrence

  • Engage in creating a supportive team environment whilst actively sharing skills and knowledge

  • Provide collaborative support and assistance to other teams within the Customer Contact group on an ad-hoc basis

You’ll receive comprehensive training and development as you learn about the Life Insurance industry, products and services. The initial induction is followed with on the job learning in a focused development environment.

About You

We’re looking for enthusiastic people to join our energetic and passionate team. The key skills and experience we’re after includes:

  • Able to operate as the primary point of contact, responding to all enquiries, aiming to achieve first point resolution

  • Demonstrated experience completing administrative tasks within service standards and monitoring service delivery and quality

  • Effectively responding to escalations and complaints, showing empathy & care

  • Someone who takes responsibility to obtain a quick resolution and when necessary, knows how to liaise with various departments in order to achieve a successful outcome

  • Understand our responsibilities per privacy law and compliance guidelines, and execute activities within these

  • Recognise or know how to identify trends and provide feedback to the Team Manager to prevent reoccurrence

  • A well organised approach to work, and when in changing landscapes, have suitable home set up including internet access

  • Remain flexible and work within rostered shifts; the Service Centre is open from 8am to 7pm weekdays.

You may come from a customer service, administration or sales background in insurance, banking, finance, investments, retail, real estate or telecommunications. You may also have worked in environments such as customer retention, a customer service contact centre, service or help desk, or a customer support and client servicing environment.

Important to us

Every Australian life is different. And we know the value of having different people from all walks of life with varied points of view.

Work is a big part of life, and we work hard to make it one of the best parts. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers. We don’t just say it; we do it.

We want to grow with you. Achieve with you. And support you to do your best work. We’re always looking for people who want to go further with us.

Why not see where we can go together?

Doing the right thing

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.