Internal Dispute Resolution Specialist

Company Description

• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times. 
• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health.
• 12 month fixed-term contract

Your work at TAL will have a direct impact on the lives of over 5 million Australians, often during their most challenging times. Alongside our partners, you’ll contribute to meaningful work that makes a difference.  

We’re committed to being proactive and accountable, enhancing how we work and collaborate to get things done. Our values – respect, commitment, and resourcefulness – guide us as we deliver on our purpose, working with governments, industry colleagues, and partners to make a lasting impact.  

We also do what’s right by giving back. Through volunteering, championing equity, health, and sustainability, we actively support our community.

Job Description

The Internal Dispute Resolution Specialist plays a key role in helping TAL deliver fair, consistent and timely outcomes for customers who raise concerns. By investigating and resolving complaints with care, clarity and empathy, this role strengthens trust in TAL and supports our commitment to doing what’s right. IDR Specialists ensure responses meet our standards, prioritise urgent or sensitive matters, and contribute to continuous improvement—making a meaningful impact on both customer experience and TAL’s broader mission to protect what matters.

In This Role You Will:

• Resolve customer complaints quickly and fairly to strengthen trust in TAL.
• Conduct thorough, independent investigations to deliver accurate and balanced outcomes.
• Communicate clearly and empathetically with customers to guide them through the resolution process.
• Identify root causes and drive improvements that reduce recurring issues.
• Collaborate with teams across TAL to achieve consistent, high‑quality complaint outcomes.
• Spot trends and insights that inform continuous enhancement of TAL’s complaint management approach.

Please note, this is a 12-month fixed term contract.

Qualifications

• Communicate clearly and confidently in writing and conversation to support fair, transparent outcomes.
• Previous legal qualification and/or claims experience beneficial
• Apply strong analytical and investigation skills to understand issues and reach balanced decisions.
• Navigate challenging situations with empathy, professionalism and respect.
• Work independently while contributing positively to a collaborative, high‑performing team.
• Use sound judgement and regulatory awareness to manage complaints responsibly and ethically.

Additional Information

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.