Claims Complaints Analyst

At TAL every customer interaction matters especially during challenging times. As a Complaints Analyst youll 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 youll help ensure were 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 were 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.

Additional Information :

TAL is one of Australias leading life insurers committed to inclusion and supporting the career growth of our diverse workforce. Were 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.
• We welcome applications from people with diverse experiences perspectives and backgrounds including Aboriginal and Torres Strait Islander people caregivers individuals living with disabilities people from culturally diverse backgrounds and the LGBTIQ community.
• Need adjustments during the recruitment process Let our team know by getting in touch with us here to support you.

Youre 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 

We will be upgrading the way you apply for jobs at TAL and therefore our job ads will be temporarily unavailable from 5pm Friday 23rd October until 9am Monday 26 October 2026.  All job application deadlines will be extended to ensure you have ample time to apply.  We look forward to seeing your application.

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 everyones responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

Remote Work :

No

Employment Type :

Full-time