Complaints Analyst

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.