Company Description

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services.

Job Description

The Dispute Resolutions Coordinator at TAL ensures the effective management of escalated complaints through Internal and External Dispute Resolution (IDR & EDR) processes, delivering an independent, transparent, and fair approach in line with regulatory and legislative requirements.

The role supports governance and compliance by overseeing complaint triage, registration, acknowledgment, and allocation, as well as conducting quality assurance, reporting, and root cause analysis. Additionally, it contributes to training and development initiatives to maintain high standards and continuous improvement within the disputes function.

In This Role You Will

- Triage, register, acknowledge, and allocate IDR and EDR complaints promptly and accurately.
- Support the IDR, EDR, Advice, and Litigation inboxes to ensure smooth workflow.
- Monitor compliance with QA processes, audit standards, and performance benchmarks.
- Record and maintain complaint details in the management system with precision and timeliness.
- Detect and report potential incidents proactively.
- Analyse complaint trends to enhance dispute resolution and identify opportunities for process and system improvements.

Qualifications





- Solid understanding of life insurance products and services.
- Proven experience in complaint handling or a similar customer resolution role.
- Familiarity with regulatory frameworks and industry standards, including ASIC’s RG271, Life Insurance Code of Practice (LICOP), consumer protection legislation, and AFCA guidelines.
- Robust analytical skills with sound judgment and decision-making capabilities.
- Ability to recognise and support customers requiring additional assistance or prioritization.
- Exceptional attention to detail and accuracy in all tasks.

Additional Information

- 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.

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📌 Dispute Resolution Coordinator (City of Sydney)
🏢 TAL Australia
📍 City of Sydney