Dispute Resolution Coordinator

TAL Australia; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Free onsite gym and classes

Job summary

TAL Australia is seeking a Dispute Resolutions Coordinator to manage escalated complaints through IDR and EDR processes, ensuring an independent, transparent, and fair approach in line with regulatory requirements.

You will support governance and compliance by overseeing triage, registration, acknowledgment, and allocation, as well as QA, reporting, and root cause analysis. Training and continuous improvement within disputes will be part of the role.

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.
• Strong 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

Responsibilities

• 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.

Skills

Life insurance knowledge

Complaint handling

Regulatory knowledge

Analytical skills

Customer empathy

Attention to detail

Job description

• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
• Work with experienced and skilled colleagues who support and inspire one another to achieve collective success
• Sydney office with free onsite gym and classes

Why join us?

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.

Company Description

• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
• Work with experienced and skilled colleagues who support and inspire one another to achieve collective success
• Sydney office with free onsite gym and classes

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.li>
• 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.
• Strong 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.

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.