Company Description
- Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions.
- Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health
- Free on-site gym and complimentary classes
Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi Life, we're driven by big ambitions and empower to create better products and services.
Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.
Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.
So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.
Job Description
As an IDR Specialist at TAL, you’ll play a key role in managing escalated customer complaints across our Retail, Direct, and Group businesses, ensuring they’re resolved fairly, efficiently, and in line with regulatory obligations.
You’ll work directly with customers to understand and address their concerns, while upholding TAL’s commitment to an independent, transparent, and fair internal dispute resolution process. You'll also help maintain and improve our IDR procedures to ensure consistent outcomes and prioritise sensitive or urgent matters with care.
In This Role You Will
- Ensuring all TAL complaints are resolved quickly, fairly and effectively based on TAL’s IDR procedures and regulations.
- Undertaking 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.
- Engaging in verbal and written communications with the customer, including acting as a contact point for call escalations and debriefing.
- Advising customers of their rights, including their ability to lodge their complaint with an external dispute resolution scheme
- Recording of complaints accurately and in a timely manner.
- Maintaining TAL complaints register by ensuring all recorded information is up to date and recorded accurately.
Qualifications
- Previous experience in complaints management
- Strong written and verbal communication skills
- 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
- Legal qualification and/or claims experience beneficial
- Resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment
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.
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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.