Dispute Resolution Coordinator

TAL Australia; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

TAL Australia is seeking a Dispute Resolution Coordinator to assist customers with complex complaints within a highly regulated financial services environment. You will blend customer advocacy with regulatory knowledge to drive fair outcomes and improve how TAL manages complaints.

You will work across internal and external dispute resolution matters, coordinating IDR and EDR processes, spotting trends, and supporting governance through accurate reporting.

Qualifications

• Good 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 prioritisation.
• Exceptional attention to detail and accuracy in all tasks.

Responsibilities

• Support the effective management of complex internal and external customer complaints
• Coordinate IDR and EDR matters to ensure customers receive timely, fair and transparent outcomes
• Identify complaint trends, potential incidents and opportunities to improve customer outcomes
• Support quality assurance and regulatory compliance across the disputes process
• Partner with colleagues across TAL to keep complex matters progressing effectively Maintain accurate complaint information and reporting to support strong governance and decision making

Skills

Complaint handling

Regulatory knowledge

Analytical thinking

Attention to detail

Customer advocacy

Job description

As a Dispute Resolution Coordinator at TAL, you'll play an important role in helping customers navigate complex and sensitive complaints when they need us most. You'll work across internal and external dispute resolution matters, combining customer advocacy, regulatory knowledge and analytical thinking to deliver fair outcomes and help improve the way we manage complaints across TAL. This is a great opportunity for someone with complaints or customer resolution experience who wants to deepen their expertise in dispute resolution within a highly regulated financial services environment.

In this role you will:

• Support the effective management of complex internal and external customer complaints
• Coordinate IDR and EDR matters to ensure customers receive timely, fair and transparent outcomes
• Identify complaint trends, potential incidents and opportunities to improve customer outcomes
• Support quality assurance and regulatory compliance across the disputes process
• Partner with colleagues across TAL to keep complex matters progressing effectively Maintain accurate complaint information and reporting to support strong governance and decision making

Qualifications

• Good 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 prioritisation.
• Exceptional attention to detail and accuracy in all tasks