Customer Care Consultant

Job Description

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent. We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not discover where we can go? Job Description This role is responsible for the maintenance of TAL’s monies in, through excellent service standards, risk mitigation and building relationships with associated stakeholders. Additional ad-hoc support in Office Services tasks may also be required and include, but not limited to, managing escalations and complex exceptions from internal business partners within set services standards. About the Opportunity The Customer Care consultant role forms part of the Retention Team, within Existing Business at Lifebroker. This team is responsible for liaising with clients and Insurance partners regarding existing policies that have recently dishonoured, lapsed or cancelled. As part of the team, your role is to contact our clients to discuss their policy status, engage in a value-add discussion while ensuring that they are adequately protected. About the role You will be responsible for providing a high level of service to our Lifebroker clients while discussing and identifying the clients’ needs to offer an appropriate solution. You’ll contact clients through inbound and outbound campaigns to educate and assist them with maintaining continuity of cover. Drive positive client outcomes by investigating and resolving client concerns Adhere to all Lifebroker policies & procedures, ensuring all interactions are compliant & adheres to all code of practices Accurately record Client interactions to further improve relationships with Lifebroker and Partners Speak to clients who may have difficulty meeting their premium obligations or wish to alter their current policy Complete a needs-based analysis that is client centric so you can deliver an appropriate solution Liaise with our Insurance partners on behalf of the client to deliver positive outcomes for all parties Maintain strong stakeholder engagement across the business and partners Providing professional and positive customer experiences Qualifications About You 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 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. Additional Information 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. 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. #J-18808-Ljbffr