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Customer Retention Specialist

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At TAL, our Customer Solutions Specialists play a pivotal role in supporting customers during some of the most important and challenging moments in 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.

In this role you will:

  • 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

  • Experience in a contact centre or telesales environment, ideally supporting customer outcomes
  • Background in financial services is beneficial but not essential
  • 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

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re 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.—we’re here to support you.

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.

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.

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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.