Job Description

The Senior IDR Specialist is a key contributor to TAL's Internal Dispute Resolution (IDR) function, responsible for delivering fair, timely, and compliant resolutions to member and customer complaints. As a subject matter expert, this role manages complex and sensitive cases, provides guidance and mentoring to team members, and builds effective relationships with internal stakeholders and external partners. Working closely with the Senior IDR Manager, the Senior IDR Specialist supports the delivery of high-quality customer outcomes, ensures adherence to regulatory requirements, and promotes TAL's commitment to exceptional customer service and reputation.

In this role you will:
Carry a personal caseload of IDR matters, taking ownership of complex, sensitive, or high-risk complaints that require advanced investigation and resolution skills
Conduct thorough investigations, including engaging with relevant stakeholders, reviewing policy documentation, and analysing claim or underwriting decisions




Prepare comprehensive and compliant IDR Final Responses that address all aspects of the complaint and meet regulatory requirements under ASIC RG 271 and the SIS Act (where applicable)
Conduct peer reviews of IDR Final Responses prepared by team members to ensure accuracy, compliance, fairness, and quality
Act as a mentor and coach to IDR Specialists, supporting their career development and capability building
Provide guidance on complex complaint resolution strategies, investigation techniques, and stakeholder management
Manage complex discussions with Claims and Underwriting teams regarding complaint resolution, ensuring balanced consideration of customer, business, and regulatory perspectives
Engage with external partners, Funds, and trustees to facilitate complaint resolution and maintain positive relationships

📌 Senior Internal Dispute Resolution Specialist Sydney (Australia)
🏢 TAL
📍 Australia