Dispute Governance Specialist

TAL; Sydney; On-site; AUD 110,000 - 150,000; Full time

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

Skills

Complaint management

Dispute resolution

Stakeholder engagement

Analytical thinking

Communication skills

Job 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.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

As a Dispute Governance Specialist at TAL, you'll play a vital role in ensuring customers are treated fairly and with care when concerns are escalated. Working within our Disputes Governance team, you'll help uphold the integrity, transparency and effectiveness of our complaints framework, ensuring we meet our regulatory obligations while continuously improving customer outcomes. Through identifying trends, driving quality and supporting strong governance practices, this role contributes to TAL's purpose of helping Australians live a life filled with choices, options and freedoms, even during life's most challenging moments.

In This Role You Will:

• 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.

Qualifications

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

Additional Information

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

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’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and partners.Andyou valueworking 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.

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.