Dispute Resolution Coordinator

TAL Services Limited; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

TAL Services Limited in Sydney is seeking a Dispute Resolution Coordinator to help customers navigate complex and sensitive complaints within a highly regulated financial services environment. You will coordinate IDR and EDR matters, identify trends, support QA and regulatory compliance, and collaborate with colleagues to deliver fair outcomes and improve complaints handling.

You will work across TAL to maintain accurate complaint information, reporting, and governance to support effective

Qualifications

• Experience in complaint handling or a similar customer resolution role.
• Good understanding of life insurance products and services.
• Familiarity with regulatory frameworks and industry standards (ASIC RG271, LICOP, consumer protection, AFCA).
• Strong analytical skills with sound judgment.
• 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 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.

Skills

Life insurance knowledge

Complaint handling

Analytical thinking

Attention to detail

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