Internal Dispute Resolution Specialist chez TAL

• Join us in shaping the future of the insurance industry, driven by innovation and a 150-year legacy of protecting people.
• Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions.
• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health.

At TAL, we’re supported to live our best lives. With flexible and blended working options, discounted insurance, and wellbeing initiatives, we know we’re valued.  

You’ll work alongside some of the brightest and most capable colleagues in the industry, with leaders who inspire, support, and include everyone. We foster a culture where everyone belongs.  

Collaborating in person strengthens our social bonds and powers better problem-solving. Together, we face challenges and grow stronger. We connect to include, celebrate, reward, and recognise each other. 

As an IDR Specialist at TAL, you’ll play a key role in managing complex and escalated complaints with care, clarity and fairness. You’ll be part of our Internal Dispute Resolution team, responsible for independently reviewing and resolving complaints that can’t be resolved at the frontline.

Working across our Retail, Direct, and Group channels – including our alliance partners – you’ll investigate issues thoroughly and ensure responses are in line with both regulatory standards and TAL’s own commitment to transparency, integrity, and customer care.

In This Role You Will

• Uphold all relevant industry standards for TAL, including ASIC regulations (RG165/RG271), the Life Insurance Code of Practice, and ISO complaint management guidelines.
• Investigate complaints in detail by working closely with internal teams, reviewing all relevant information, and maintaining objectivity throughout the process.
• Engage directly with customers through written and verbal communication, providing clear updates and acting as a key contact point during escalations.
• Clearly inform customers of their options, including their right to escalate their complaint to an external resolution body if needed.
• Maintaining TAL complaints register by ensuring all recorded information is up to date and recorded accurately.

• Proven experience handling complex and escalated complaints
• Strong written and verbal communication skills
• Legal qualification and/or claims experience beneficial
• Strong understanding of key regulatory frameworks, including ASIC guidelines (RG165 & RG271), consumer protection laws, AFCA approaches, and relevant industry codes of practice.
• Strong analytical and problem-solving skills, with the ability to quickly understand complex issues and identify effective solutions.

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 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.—we’re here to support you. 

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working 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.  

#LI-Hybrid

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.

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.