Dispute Resolution Coordinator

About the role

TAL, a life insurer backed by Daiichi Life, is looking for a Dispute Resolution Coordinator in Sydney. The role helps customers navigate complex and sensitive complaints, working across internal and external dispute resolution matters. It suits someone with complaints or customer resolution experience who wants to deepen their expertise in dispute resolution within a highly regulated financial services environment.

Key responsibilities

• Support the effective management of complex internal and external customer complaints.
• Coordinate IDR and EDR matters so customers receive timely, fair and transparent outcomes.
• Identify complaint trends, potential incidents and opportunities to improve customer outcomes.
• Support quality assurance and regulatory compliance across the disputes process.
• Partner with colleagues across TAL to keep complex matters progressing.
• Maintain accurate complaint information and reporting to support governance and decision making.

Required profile

• Good 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 ASIC's RG271, the Life Insurance Code of Practice (LICOP), consumer protection legislation and AFCA guidelines.
• Strong analytical skills, sound judgment and decision-making ability.
• Ability to recognise and support customers needing additional assistance or prioritisation.
• Exceptional attention to detail and accuracy.

What we offer

• Flexible and blended ways of working.
• Learning, leadership development programs, LinkedIn Learning and global career opportunities through the Daiichi Life Group.
• TAL-funded life, income protection and total and permanent disability insurance, plus employee insurance discounts.
• Wellbeing support including an Employee Assistance Program, wellbeing resources, annual flu vaccinations and health initiatives.
• Paid parental leave, wellbeing leave, community leave and purchased leave options.
• TAL Rewards Plus with discounts at hundreds of retailers and services.