Internal Dispute Resolution Specialist

Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not see where we can go?

**Job Description**:
The Internal Dispute Resolution team is responsible for the review, investigation and response to escalated complaints received by TAL. As an Internal Dispute Resolution Specialist, you will be responsible for the effective day to day review and resolution of internal dispute resolution complaints received by TAL. This includes complaints received from Retail, Direct, and Group customers and related Alliance partners.

This is a 12-month contract role, working flexibly from our Sydney office.

In this role you will:

- Ensure all TAL complaints are resolved quickly, fairly, and effectively based on TAL’s internal dispute resolution procedures
- Ensure TAL's internal dispute resolution processes comply with the regulations and obligations set out in ASIC RG165, the Life Insurance Code of Practice and the AS/NZS 10002:2014 Guidelines for Complaint Management in Organizations and ISO 10002:2014 (International Standard)
- Undertake thorough and timely investigations of customer complaints, including liaising with relevant business units, obtaining, and reviewing relevant information, communicating with the customer and undertaking an independent review
- Advise customers of their rights, including their ability to lodge their complaint with an external dispute resolution scheme
- Identify and report systemic issues
- Record complaints accurately and in a timely manner
- Maintain TAL complaints register by ensuring all recorded information is accurate and up to date
- Contribute to monthly and periodic reporting
- Provide necessary complaints guidance/training/coaching/feedback to the business re the complaints process where required
- Act as a key stakeholder to various teams within the business to ensure effective and collaborative outcomes
- Identify and analyse root cause of complaints, engaging stakeholders on recommendations and driving implementation of continuous improvement activities

**Qualifications**:

- High level complaints management experience, ideally within life insurance
- Excellent written and verbal communication skills
- Excellent analytical, investigation, conciliation, negotiation, and numeric skills
- High level analytical ability to understand and assimilate and solve issues quickly
- Ability to think ahead to establish efficient and appropriate actions for self and impart this knowledge to others
- Ability to deal with difficult situations in a professional and empathetic manner
- Display an awareness of cultural differences and the ability to identify and assist complainants who need additional assistance.
- Ability to work independently and as part of a high functioning team
- A legal qualification and/or claims experience is desired
- Knowledge of regulatory guide 165, regulatory guide 271, consumer protection laws relating to financial products and services, AFCA approaches and relevant industry codes of practice, desired

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 a number of 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.

Additional Information

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

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 re