Dispute Governance & Compliance Specialist

TAL

Sydney

On-site

AUD 110,000 - 150,000

Full time

14 days+

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Job summary

TAL is seeking a Dispute Governance Specialist in Australia to help ensure customers are treated fairly when concerns are escalated. You will work within the Disputes Governance team to uphold the integrity and effectiveness of the complaints framework, meeting regulatory obligations while driving better outcomes.

You will identify trends, deliver QA outcomes, and provide insights to support governance decisions.

Qualifications

Experience in complaint management or dispute resolution in a customer-focused environment.
Knowledge of RG271, Life Insurance Code of Practice, AFCA approaches and consumer protection obligations
Understanding of life insurance products, services and customer outcomes
Strong communication skills with diverse stakeholders
Analytical thinking, sound judgement and attention to detail
Empathy and cultural awareness with commitment to supporting customers with varying needs

Responsibilities

Drive compliance with dispute resolution obligations to protect customers and strengthen trust in TAL.
Identify systemic issues and complaint trends to influence continuous improvement across the business.
Deliver quality assurance outcomes that enhance consistency, fairness and customer experience.
Analyse root causes and implement effective solutions to improve dispute resolution outcomes.
Provide meaningful reporting and insights that support informed decision making and governance.
Build team capability through training and knowledge sharing to foster high-quality dispute management