Dispute Governance Specialist

As a Dispute Governance Specialist at TAL youll play a vital role in ensuring customers are treated fairly and with care when concerns are escalated. Working within our Disputes Governance team youll help uphold the integrity transparency and effectiveness of our complaints framework ensuring we meet our regulatory obligations while continuously improving customer outcomes. Through identifying trends driving quality and supporting strong governance practices this role contributes to TALs purpose of helping Australians live a life filled with choices options and freedoms even during lifes most challenging moments.

In This Role You Will:

• Drive compliance with dispute resolution obligations to protect customers and strengthen trust in TAL.
• Identify systemic issues and complaint trends to influence continuous improvement across the business.
• Deliver quality assurance outcomes that enhance consistency fairness and customer experience.
• Analyse root causes and implement effective solutions to improve dispute resolution outcomes.
• Provide meaningful reporting and insights that support informed decision making and governance.
• Build team capability through training and knowledge sharing to foster high-quality dispute management.

Qualifications :

• Experience in complaint management dispute resolution or a similar customer-focused environment
• Knowledge of RG271 the Life Insurance Code of Practice AFCA approaches and consumer protection obligations
• Understanding of life insurance products services and customer outcomes
• Strong communication skills with the ability to engage confidently and respectfully with diverse stakeholders
• Analytical thinking sound judgement and attention to detail
• Empathy cultural awareness and a commitment to supporting customers with varying needs and circumstances

Additional Information :

TAL is one of Australias leading life insurers committed to inclusion and supporting the career growth of our diverse workforce. Were 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 to support you. 

Yourealwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and 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 everyones responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

Remote Work :

No

Employment Type :

Full-time