Claims Complaints Analyst

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.