Dispute Resolution Coordinator

Company Description

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.

Bring your curiosity, ambition and unique perspective, and help us continue reimagining insurance through innovative thinking, digital capability and a commitment to better outcomes for the people who depend on us.

• 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
• Benefits

At TAL, we're committed to helping our people thrive both professionally and personally. Depending on your role and eligibility, benefits may include:

• •Flexible and blended ways of working that support your work and personal commitments.
• •Access to learning, leadership development programs, LinkedIn Learning and global career opportunities through the Daiichi Life Group.
• •TAL-funded Life, Income Protection and Total & Permanent Disability insurance, plus employee insurance discounts.
• •Wellbeing support including Employee Assistance Program services, wellbeing resources, annual flu vaccinations and health initiatives.
• •Additional leave benefits including paid parental leave, wellbeing leave, community leave and purchased leave options.
• •Access to TAL Rewards Plus, offering discounts at hundreds of popular retailers and services.

Our Commitment to Inclusion

We're proud to be recognised as an Employer of Choice for Gender Equality and maintain partnerships with organisations including Diversity Council Australia, Australian Disability Network and Pride in Diversity . Through our Innovate Reconciliation Action Plan , we're also committed to building meaningful relationships, creating opportunities and contributing to positive outcomes for Aboriginal and Torres Strait Islander peoples.

We welcome applications from people with diverse experiences, perspectives and backgrounds and are committed to providing an inclusive recruitment experience for all candidates. Need adjustments during the recruitment process? Let our team know by getting in touch with us here we’re here to support you.

If you are already a TAL employee, please apply via the Jobs Hub in Workday. This is important to ensure that your application is recorded accurately.