Customer Solutions Specialist

TAL

14h•Remote

About The Position

At TAL, our Customer Solutions Specialists play a pivotal role in supporting customers during some of the most important and challenging moments of their insurance journey. By guiding customers who may be considering cancelling their cover or experiencing financial difficulty, this role helps ensure they remain protected and informed about their options. Through meaningful, solutions-focused conversations, you’ll contribute directly to TAL’s purpose of protecting Australians by keeping cover relevant, accessible and aligned to customers’ evolving needs, making a genuine difference when it matters most.

Requirements

Experience in a contact centre or telesales environment, ideally supporting customer outcomes
Comfortable using call centre systems and navigating multiple platforms
Ability to analyse customer needs and apply sound judgement to deliver appropriate solutions
Strong verbal and written communication skills, with a clear and confident approach
Willingness to learn and apply technical knowledge, including relevant industry qualifications

Nice To Haves

Background in financial services is beneficial but not essential

Responsibilities

Support customers at risk of cancelling by delivering tailored solutions that maintain appropriate cover
Identify lapse risks early and implement proactive strategies to improve customer retention outcomes
Engage customers through inbound and outbound conversations to strengthen relationships and trust
Deliver personalised options aligned to customer needs to drive policy sustainability and satisfaction
Achieve retention and performance targets while maintaining a high-quality customer experience
Uphold compliance and regulatory standards to ensure fair, ethical and accurate customer outcomes