Claims Knowledge & Communications Specialist

Job description

The Claims Knowledge & Communications Specialist plays a vital role in helping TAL deliver on its promise to support customers when it matters most. By shaping clear, trusted and future‑ready claims guidance, this role ensures our people can make confident, fair decisions in a complex and evolving regulatory environment. The work directly strengthens customer outcomes, builds trust in our claims experience and supports TAL’s commitment to doing the right thing—today and into the future. In this role you will: Design and maintain claims knowledge artefacts that enable consistent, fair and timely claim decisions. Create and maintain claim forms and communication collateral that are aligned to regulatory requirements, industry codes and TAL’s claims philosophy. Translate regulatory and business change into clear, usable knowledge that supports day‑to‑day claims handling. Lead targeted initiatives that strengthen compliance, reduce risk and improve customer claims experiences. Provide authoritative claims policy expertise to support decisions, assurance activities and regulatory engagement. Monitor regulatory and industry developments to identify impacts and proactively update claims frameworks. Experience in life insurance claims or a similar regulated environment, with a strong understanding of how policy and guidance support quality customer outcomes. Clear, thoughtful communication skills, with the ability to translate complex or technical information into practical, usable guidance. Sound judgement and analytical capability, enabling confident navigation of complexity, risk and competing priorities. A collaborative mindset and strong relationship‑building skills, contributing positively across teams and stakeholders. Demonstrated application of change and project fundamentals, bringing structure to scoping work, supporting delivery and helping change land well for others. 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. #LI-Hybrid 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 . Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health Take on new responsibilities and learn new skills that elevate both your personal and professional journey within a supportive environment. Our competitive benefits package includes everything from financial literacy to health and wellness initiatives, designed with your well-being in mind At TAL, we’re supported to live our best lives. With flexible and blended working options, discounted insurance, and wellbeing initiatives, we know we’re valued. You’ll work alongside some of the brightest and most capable colleagues in the industry, with leaders who inspire, support, and include everyone. We foster a culture where everyone belongs. Collaborating in person strengthens our social bonds and powers better problem-solving. Together, we face challenges and grow stronger. We connect to include, celebrate, reward, and recognise each other.