Dispute Resolution Coordinator

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.

This is a 12-month fixed term opportunity. 

Qualifications :

• 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 ASICs 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 recognize and support customers requiring additional assistance or prioritization.
   
• Exceptional attention to detail and accuracy in all tasks

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 herewere 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. 

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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