The Customer Solutions Analyst, Claims role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders.
The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy.
The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Customer Solutions, Claims function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework.
The Customer Solutions Analyst, Claims role is responsible for facilitating working groups and workshops to obtain stakeholder engagement and ensure appropriate business oversight and accountability, as well as driving remediation outcomes through the working group discussions.
In addition, this role will contribute to the analysis and implementation of various identified remediation and operational resilience strategic initiatives.
Identification and implementation of remediation activities during phases of the remediation lifecycle as follows:
- Conducting root cause analysis of identified risks in consultation with the business
- Working with stakeholders during remediation analysis to ensure development of a sound remediation approach and agreement on scope
- Supporting the formulation of strategies and implementation plans for key corrective actions and preventative controls, including obtaining relevant approvals
- Clearly documenting remediation details, decisions, and outcomes in the appropriate document format
- Ensuring high quality of data and record keeping which will support ad hoc remediation reporting as required
- Working closely with DnA or SMEs to request/refine data extracts for remediation scope analysis
- Conducting data-based analysis to determine remediation volumes and financial impact to customers/business
- Liaising with the business to understand as-is processes both to enable policy level review and provide recommendations of to-be processes where required
- Supporting the frontline business by developing FAQ’s, Fact Sheets, and other supporting training documentation
- Supporting Claims Training and Development Teams with roll-out of new processes that have been recommended due to a remediation
- Liaising directly with the operations team to ensure that all customer impacting items are remediated within agreed timeframes, including contact with the customers
- Supporting the Claims Risk & Governance to develop appropriate communication strategies and assist in drafting of communications as well as testing where required
- Executing remediation plans including system processes and liaising directly with customers via telephone contact or written communication as required to obtain information or provide update.
- Thinking outside the box to understand and develop new approaches for complex scenarios where BAU processes may not support, including consideration of downstream impacts
- Working with the Claims, Line 1 Risk team on incident management and adequate visibility of all items identified requiring remediation
- Ensuring quality checks are completed where required such as customer communications.
- Ensuring adherence to the TAL remediation policies
- Supporting the delivery of small to medium scale projects or well-defined tasks on major projects to improve operational resilience, including process improvement initiatives
