Senior Internal Dispute Resolution Specialist

The Senior IDR Specialist is a key contributor to TALs Internal Dispute Resolution (IDR) function responsible for delivering fair timely and compliant resolutions to member and customer complaints. As a subject matter expert this role manages complex and sensitive cases provides guidance and mentoring to team members and builds effective relationships with internal stakeholders and external partners. Working closely with the Senior IDR Manager the Senior IDR Specialist supports the delivery of high-quality customer outcomes ensures adherence to regulatory requirements and promotes TALs commitment to exceptional customer service and reputation.

In this role you will:

• Carry a personal caseload of IDR matters taking ownership of complex sensitive or high-risk complaints that require advanced investigation and resolution skills
• Conduct thorough investigations including engaging with relevant stakeholders reviewing policy documentation and analysing claim or underwriting decisions
• Prepare comprehensive and compliant IDR Final Responses that address all aspects of the complaint and meet regulatory requirements under ASIC RG 271 and the SIS Act (where applicable)
• Conduct peer reviews of IDR Final Responses prepared by team members to ensure accuracy compliance fairness and quality
• Act as a mentor and coach to IDR Specialists supporting their professional development and capability building
• Provide guidance on complex complaint resolution strategies investigation techniques and stakeholder management
• Manage complex discussions with Claims and Underwriting teams regarding complaint resolution ensuring balanced consideration of customer business and regulatory perspectives
• Engage with external partners Funds and trustees to facilitate complaint resolution and maintain positive relationships

Qualifications :

• Minimum 3-5 years experience in complaints management dispute resolution or similar customer advocacy roles preferably within insurance or financial services
• Demonstrated experience handling complex and sensitive complaints with strong investigation and analytical skills
• Strong knowledge of insurance products (Group Life Individual Life TPD Income Protection) and claims/underwriting processes
• Sound understanding of regulatory frameworks including ASIC RG 271and AFCA processes
• Excellent written communication skills with the ability to prepare clear concise and compliant written responses

Desirable:

• Tertiary qualification in Law Business Insurance or other related field
• Experience with AFCA complaint handling and external dispute resolution processes

Additional Information :

TAL is one of Australias leading life insurers committed to inclusion and supporting the career growth of our diverse workforce. Were proud to be:  

• An Inclusive Employer Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency from 2014 to 2025 and 2023 to 2026 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 with disability/ies people from culturally diverse backgrounds and the LGBTQ community.  
• Need adjustments during the recruitment process Let our team know by getting in touch with us here to support you. 

Yourealwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and valueworking 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 everyones 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.

Remote Work :

No

Employment Type :

Full-time