Special Counsel - Litigation & Dispute Resolution

K&L Gates; Sydney; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Free onsite gym

Onsite fitness classes

Job summary

TAL is a leading Australian life insurer. We are seeking a Dispute Resolution Coordinator to navigate complex complaints, coordinate internal and external dispute resolution matters, and uphold fair outcomes with regulatory insight.

You will work across teams to identify trends, improve customer outcomes, and ensure governance and reporting are maintained with precision.

Qualifications

• This role requires good understanding of life insurance products and services.
• Experience in complaint handling or customer resolution is essential.
• Familiarity with regulatory frameworks such as ASIC RG271, LICOP, consumer protection laws, and AFCA guidelines.

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 process.
• Partner with TAL colleagues to progress complex matters, maintain governance and reporting.

Skills

Regulatory knowledge

Analytical thinking

Complaint handling

Stakeholder collaboration

Attention to detail

Job description

• What Special Counsel Litigation Dispute Resolu...

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• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
• 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.

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’reproud to be:

An Inclusive Employer – Recogn