Customer Experience Specialist - Melbourne, Australia - TAL

TAL
TAL
Verified Company
Melbourne, Australia

1 month ago

Olivia Brown

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Olivia Brown

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Description

Job Description:


Servicing inbound calls for new and existing TAL & Asteron products within a timely manner to achieve team and individual service levels.


  • When required, build a strong business relationship with Financial Advisors and internal stakeholdersEducating our clients on the importance of their Life Insurance policies or investment products
  • Proactively manage relationships whilst monitoring service delivery and quality
  • Support team mates to collectively achieve desired customer outcomes
  • Engage in creating a supportive team environment whilst actively sharing skills and knowledgeRemain flexible and adhere to rostered shifts
  • Provide collaborative support and assistance to other teams within the Customer Contact group on an adhoc basisProvide assistance and support to other Business Units across TAL, as required
  • Respond to escalations and complaints take responsibility to obtain a quick resolution. When necessary, liaise with various departments in order to achieve a successful outcome
  • Identify trends and provide feedback to your Team Leader to prevent reoccurrence.
  • Respond to escalated enquiries with a sense of urgency and a view to both resolve the complaint and eradicate any underlying issues to prevent future occurrences.
  • Understand the responsibility of TAL in relation to Privacy law and compliance guidelines and execute daily activities within these laws and guidelines.
  • Proactively raise and seek to rectify known compliance breaches within set timeframes.
  • Maintain adherence to the customer practices
  • Adherence to regulatory and TAL's policies and procedures, in particular operating within set delegations and authorities
  • Raise potential risk issues in daily operations across systems, policies and procedures that may result in TAL being exposed to financial instability, fraud, not fulfilling regulatory requirements or litigation including behaviours that may be discriminatory or undermine TAL's Spirit
  • Be a great team player and treat colleagues as you would like to be treated
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.
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