Complaints Consultant - Superannuation

• 17% super / 26 days leave / personal development budget and more
• Super Fund of the Year 2023
• Great Place to Work certified

About US
UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia's largest super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members.
You will be empowered to grow your career and contribute from day one in an organisation that supports your mental, physical, and financial wellbeing.
We offer an impressive range of benefits including:

• 3 days over Christmas and 3 days 'Community and Culture' leave allowing you to celebrate and contribute to things that are important to you outside of work
• The opportunity to choose between 17% and 11% superannuation
• $1,500 personal development budget
• Exceptional parental leave

At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everyone can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes to our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements listed.
The opportunity
Join our team as a Case Manager where you will manage complaints and play a pivotal role in maintaining our Fund's reputation through diligent case management and empathetic communication.
You will collaborate with various stakeholders, including Legal & Risk Services and Corporate Communications, to support and guide members effectively. Additionally, you will be responsible for:

• Conducting thorough investigations swiftly without sacrificing resolution quality
• Crafting and delivering messages with clarity and empathy, managing multiple unique cases simultaneously
• Developing precise, high-quality communications for members, considering all potential solutions, and maintaining a positive member experience
• Offer recommendations to enhance the overall member experience and be committed to process improvement
• Proactively managing sensitive cases to minimize complaints
• Contributing to special projects and upholding Service Level Agreements

About you
We're looking for a Case Manager ideally with complaints handling experience, an understanding of superannuation products and a strong commitment to customer care.
You will have exceptional written communication skills as this role requires you to respond to complaints in writing.
In this role, you'll navigate sensitive environments, communicate tailored messages to members, and creatively resolve issues with minimal supervision. Your empathy and communication skills will be key in protecting both our members and UniSuper.
Your responsibilities will include:

• Working sensitively to understand and address member issues
• Applying thorough knowledge of superannuation products and operational processes
• Demonstrating strong case management and problem-solving skills
• Operating independently to explore creative outcomes
• Exhibiting high empathy and dedication to genuine customer care
• Communicating effectively with stakeholders to develop solutions
• Maintaining a strong focus on member service and proactive problem management
• Upholding quality, efficiency, and attention to detail

Candidates must possess excellent communication skills, both verbal and written, and be willing to engage with members to convey complex messages.
A strong superannuation product knowledge and RG 146 qualification are high regarded. If this sounds like you join us and contribute to a positive member experience at UniSuper.
We're passionate about sharing knowledge with our members and our employees, therefore we believe that a balance of working from home and time in office with your colleagues is the best way to collaborate and build relationships. We ask you to be able to commit to 60% of your time in office.
Think Great. Create Great.