Senior Internal Dispute Resolution Specialist

TAL Australia; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

TAL Australia is seeking a Senior IDR Specialist to lead complex complaint investigations within TAL's Internal Dispute Resolution function in Sydney. You will manage high-risk cases, mentor junior team members, and ensure outcomes meet regulatory requirements while upholding exceptional customer service.

Your role requires in-depth knowledge of insurance products, strong investigative abilities, and the ability to engage with internal stakeholders and external partners to resolve disputes

Qualifications

• Minimum 3-5 years' experience in complaints management, dispute resolution, or similar customer advocacy roles.
• Demonstrated experience handling complex and sensitive complaints with strong investigation and analytical skills.
• Strong knowledge of insurance products (Group Life, Individual Life, TPD, Income Protection) and claims/underwriting processes.
• Sound understanding of regulatory frameworks including ASIC RG 271 and AFCA processes.
• Excellent written communication skills with the ability to prepare clear, concise, and compliant written responses.

Responsibilities

• Carry a personal caseload of IDR matters, taking ownership of complex, sensitive, or high-risk complaints that require advanced investigation and resolution skills.
• Conduct thorough investigations, including engaging with relevant stakeholders, reviewing policy documentation, and analysing claim or underwriting decisions.
• Prepare comprehensive and compliant IDR Final Responses that address all aspects of the complaint and meet regulatory requirements under ASIC RG 271 and the SIS Act (where applicable).
• Conduct peer reviews of IDR Final Responses prepared by team members to ensure accuracy, compliance, fairness, and quality.
• Act as a mentor and coach to IDR Specialists, supporting their professional development and capability building.
• Provide guidance on complex complaint resolution strategies, investigation techniques, and stakeholder management.
• Manage complex discussions with Claims and Underwriting teams regarding complaint resolution, ensuring balanced consideration of customer, business, and regulatory perspectives.
• Engage with external partners, Funds, and trustees to facilitate complaint resolution and maintain positive relationships.

Skills

Complaints management

Dispute resolution

Customer advocacy

Investigation

Analytical skills

Education

Law / Business / Insurance qualification

Job description

• Join a company that fosters a culture of respect, resourcefulness, and inclusivity, allowing you to grow both personally and professionally.
• 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.

Company Description

• Join a company that fosters a culture of respect, resourcefulness, and inclusivity, allowing you to grow both personally and professionally.
• 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.

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.

Together with our Partners, we’re helping 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 and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

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

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

Job Description

The Senior IDR Specialist is a key contributor to TAL's Internal Dispute Resolution (IDR) function, responsible for delivering fair, timely, and compliant resolutions to member and customer complaints. As a subject matter expert, this role manages complex and sensitive cases, provides guidance and mentoring to team members, and builds effective relationships with internal stakeholders and external partners. Working closely with the Senior IDR Manager, the Senior IDR Specialist supports the delivery of high-quality customer outcomes, ensures adherence to regulatory requirements, and promotes TAL's commitment to exceptional customer service and reputation.

In This Role You Will

• Carry a personal caseload of IDR matters, taking ownership of complex, sensitive, or high-risk complaints that require advanced investigation and resolution skills
• Conduct thorough investigations, including engaging with relevant stakeholders, reviewing policy documentation, and analysing claim or underwriting decisions
• Prepare comprehensive and compliant IDR Final Responses that address all aspects of the complaint and meet regulatory requirements under ASIC RG 271 and the SIS Act (where applicable)
• Conduct peer reviews of IDR Final Responses prepared by team members to ensure accuracy, compliance, fairness, and quality
• Act as a mentor and coach to IDR Specialists, supporting their professional development and capability building
• Provide guidance on complex complaint resolution strategies, investigation techniques, and stakeholder management
• Manage complex discussions with Claims and Underwriting teams regarding complaint resolution, ensuring balanced consideration of customer, business, and regulatory perspectives
• Engage with external partners, Funds, and trustees to facilitate complaint resolution and maintain positive relationships.

Qualifications

• Minimum 3-5 years' experience in complaints management, dispute resolution, or similar customer advocacy roles, preferr… (I truncated from input)
• Demonstrated experience handling complex and sensitive complaints with strong investigation and analytical skills
• Strong knowledge of insurance products (Group Life, Individual Life, TPD, Income Protection) and claims/underwriting processes
• Sound understanding of regulatory frameworks including ASIC RG 271and AFCA processes
• Excellent written communication skills with the ability to prepare clear, concise, and compliant written responses

Desirable

• Tertiary qualification in Law, Business, Insurance, or other related field
• Experience with AFCA complaint handling and external dispute resolution processes

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 from 2014 to 2025 and 2023 to 2026 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 with disability/ies, people from culturally diverse backgrounds and the LGBTQ+ 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’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.