Dispute Resolution Coordinator

Tal; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

TAL is seeking a Dispute Resolution Coordinator in Australia to help resolve complex customer complaints in a regulated environment. You will work across internal and external dispute resolution matters to deliver fair outcomes and improve complaint handling across TAL.

Develop expertise in dispute resolution, support IDR/EDR coordination, and contribute to governance with accurate reporting and ongoing improvements.

Qualifications

• Good understanding of life insurance products and services.
• Experience in complaint handling or a similar customer resolution role.
• Familiarity with regulatory frameworks and industry standards (ASIC RG271, LICOP, consumer protection laws, AFCA).
• Strong analytical skills with sound judgment and decision-making.
• Ability to recognise customers needing additional assistance or prioritisation.
• Exceptional attention to detail in all tasks.

Responsibilities

• Support the effective management of complex internal and external customer complaints.
• Coordinate IDR and EDR matters to ensure timely, fair outcomes.
• Identify complaint trends and opportunities to improve outcomes.
• Support quality assurance and regulatory compliance across disputes processes.
• Partner with TAL colleagues to progress complex matters.
• Maintain accurate complaint information and reporting for governance.

Skills

Life insurance knowledge

Complaint handling

Regulatory knowledge

Analytical thinking

Attention to detail

Customer prioritisation

Job description

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

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

• 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.

• Need adjustments during the recruitment process? Let our team know by getting in touch with us here—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working 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.

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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.