Idr 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 Disputes Resolution (IDR) team is responsible for the review, investigation, and response to escalated complaints received by TAL in line with procedures and regulations. As an IDR Specialist you will be responsible for the day-to-day investigation and resolution of IDR complaints received by TAL.

We have two fixed term contract roles available, 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
- Ensure TAL's IDR processes comply with the regulations and obligations set out in ASIC RG165/RG271, the Life Insurance Code of Practice and the AS/NZS 10002:2014 Guidelines for Complaint Management in Organizations and ISO 10002:2014 (International Standard).
- Undertaking 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
- Advise customers of their rights, including their ability to lodge their complaint with an external dispute resolution scheme
- Record complaints accurately and in a timely manner
- Maintain the TAL complaints register by ensuring all recorded information is up to date and recorded accurately
- Provide necessary complaints guidance /training/coaching/feedback to the business re the complaints process where required
- Identify and analyse root cause of complaints, engaging stakeholders on recommendations and driving implementation of continuous improvement activities

**Qualifications**:

- High level complaints management experience
- A tertiary qualification, ideally in Legal
- 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
- Excellent written and verbal communication skills
- Resilience, drive, and commitment with the ability to work effectively in a constantly changing environment
- Excellent analytical, investigation, conciliation, negotiation, and numeric skills
- High level analytical ability to understand and assimilate and solve issues quickly
- Ability to deal with difficult situations in a professional and empathetic manner

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.