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**:
As an IDR Specialist, you will join the Internal Disputes Resolution (IDR) team who are responsible for the review, investigation and response to escalated IDR complaints received by TAL in line with procedures and regulations. This is a permanent 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 IDR procedures and regulations
- 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
- Engage in verbal and written communications with the customer, including acting as a contact point for call escalations and debriefing
- Identify and report systemic issues
- Ensure all documentation produced is of a high standard
- Maintain TAL complaints register by ensuring all recorded information is up to date and recorded accurately
- Contribute to monthly and periodic reporting
- Provide necessary complaints guidance/training/coaching/feedback to the business re the complaints process where required
- Identify trends to ensure continuous improvements in the complaint resolution process
- Act as a key stakeholder to various teams within the business to ensure effective and collaborative outcomes

**Qualifications**:
To be successful in this role you will have:

- High level complaints management experience, within the life insurance industry
- Excellent written and verbal communication skills
- Resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment
- 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
- Ability to work independently and as part of a high functioning team
- Display empathy, respect, and courtesy
- Display an awareness of cultural differences and the ability to identify and assist complainants who need additional assistance

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.

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don’t just say it; we do it. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

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.