External Dispute Resolution Specialist

An exciting opportunity exists to join our Technical Advice team as an External Dispute Resolution Specialist.Why join us?

• State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we are extremely proud of.
• A mature outlook on flexible work arrangements which allows you to truly balance work and life. A #hybrid work from home approach is embedded in our ways of working.
• We have excellent career progression and development opportunities; we are committed to continuous improvement and have exciting plans for our future.
• We have an incredible company culture where wellbeing of our employees is at the forefront of everything we do.

About the roleEvery one of our team contributes to helping make our members’ world better. As an External Dispute Resolution Specialist, you will be responsible for the overall successful management of External Disputes escalated to Australian Financial Complaints Authority (AFCA). This will include effective resolution, communication, conciliations, and relationship management. This role will analyse and manage reporting on complaints trends with the view to identifying opportunities for improvement in service delivery and outcomes.The External Dispute Resolution Specialist is a reference point within Australian Retirement Trust to provide advice and recommendations on the handling of complex customer issues and internal customer complaints. This role must establish and maintain professional and collaborative relationships with all parties and liaise with the member, AFCA and beneficiaries (where applicable) in a sensitive and appropriate manner.Key accountabilities will include:

• Represent the Trustee in the External Dispute Resolution (EDR) process, including participation in conciliation conferences and engaging stakeholders, as required. Ensure all disputes are managed effectively, efficiently, and in compliance with all necessary regulatory and internal requirements.
• Perform detailed analysis of external complaints with the view to identifying any potentially systemic or recurring issues, breaches or areas for process improvement preventing our customers receiving excellent customer service or proactive solutions.
• Demonstrate critical thinking and application of an objective, outcome-focussed approach to EDR management while managing risk and being sensitive to customer needs and expectations.
• Apply relevant knowledge and interpret policy documents to provide reliable advice to the Trustee and other relevant areas of the business.
• Collate and distribute monthly complaints reporting to the business and upon request to external parties and seek to identify any trends and raise any areas of concern or risk.
• Engage with relevant business areas to communicate outcomes and learnings in relation to External Disputes, including any outstanding actions.

This role is available as a permanent opportunity.About youIf this is the right role for you, your skills and qualifications may include:

• A genuine passion for customer service and the ability to inspire and lead others to outstanding customer experiences.
• Advanced stakeholder management capability, with experience managing multiple stakeholders, including external parties, to influence and negotiate outcomes of a complex nature.
• Highly developed analytical and problem-solving skills and Dispute Resolution techniques.
• Ability to negotiate and liaise at all levels in a sensitive and appropriate manner, representing the member’s interests with integrity.
• Exceptional written and verbal communication skills – competent at producing recommendation reports and documentation for internal and external stakeholders.
• Demonstrated business and commercial acumen through communication of complex issues, assessment of risk and improvement recommendations.
• Ability to describe highly complex issues succinctly and simply to a broad range of stakeholders, including those with no prior technical experience with subjects such as superannuation, life insurance, disputes.
• Previous superannuation industry experience and knowledge of the associated legislation within the superannuation and life insurance environment is highly regarded.

About usAs one of Australia’s largest superannuation funds, we proudly take care of over $260 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day. When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2.3 million members.How to applyIf you are excited to join a forward thinking, supportive and growing organisation in an exciting role, apply today! Applications close Tuesday, 9 April 2024.We are a Circle Back Initiative Employer – we commit to respond to every applicant.