Dispute Resolution Coordinator - 12-month fixed term contract

SmartRecruiters, Inc.; Sydney; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Free onsite gym

Gym classes on site

Job summary

TAL is a leading Australian life insurer. The Dispute Resolution Coordinator role is a 12-month fixed-term contract based in Sydney, reporting to governance and compliance functions.

This hands-on position supports escalation management and analysis to ensure fair, transparent outcomes for customers and partners. You will triage and track IDR/EDR complaints, monitor QA, and contribute to process improvements while maintaining high standards of accuracy and regulatory alignment.

Qualifications

• Experience handling complaints or similar customer resolution roles.
• Strong knowledge of regulatory frameworks and industry standards (ASIC RG271, LICOP, AFCA).
• Excellent analytical skills and sound judgment.
• High attention to detail and accuracy in all tasks.
• Solid understanding of life insurance products and services.

Responsibilities

• Triage, register, acknowledge, and allocate IDR and EDR complaints promptly and accurately.
• 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.
• Analyse complaint trends to improve dispute resolution and processes.
• Ensure regulatory compliance and governance within disputes function.
• Contribute to training and development to raise standards.

Skills

Complaint handling

Regulatory knowledge

Analytical skills

Attention to detail

Life insurance knowledge

Job description

Dispute Resolution Coordinator - 12-month fixed term contract

• Full-time
• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
• Work withexperienced andskilled 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’vebeen protecting Australians for over 150 years. Backed byDaiichiLife,we'redriven by big ambitions and empower to create better products and services.

Together with our Partners,we’rehelping 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 andexpertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

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

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

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.
• Analyse complaint trends to enhance dispute resolution and identify opportunities for process and system improvements.
• 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

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce.We’reproud 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 bygetting in touchwithus here —we’rehere to support you.

You’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes forcustomers 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 todemonstrateyour eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

#LI-Hybrid

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.