Job Description:At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.
Your new roleIt's an exciting time here are at AustralianSuper as we are bringing our
Member Resolutions team in-house and building a new team.As a
Senior Member Resolution Officer - Administration you are responsible for investigating and resolving complex complaints to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through, education and communication of colleagues and stakeholders.You will build strong meaningful relationships with our members, taking the time to listen and understand their concerns ensuring they feel valued and heard. Ensuring to them up to date every step of the way and confirming our resolution via email and/or letter.
Key duties include but are not limited to:- Manage complex administration Internal Dispute Resolution (IDR) complaints.
- Investigate and identify the root cause of complaints.
- Assist with workflow and case allocation across the team.
- Act as a first point of contact for team and assist with all queries and escalations.
- Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
- Adhere to reporting of complaint related breaches and incidents management requirements.
- Maintain strong working relationships with internal staff and external third parties.
- Be a Subject Matter Expert on working groups and projects as required.
What you'll need- At least three years' experience in a Superannuation/ Life insurance, or in a related role.
- Previous experience in dispute resolution and complex complaint management.
- RG146 accreditation or willingness to obtain.
- Excellent written and verbal communication skills with high attention to detail.
- Good stakeholder management skills, with the ability to engage effectively at all levels.
- Excellent interpersonal skills which foster cooperation and teamwork in a close team environment.
- An ability to work independently and autonomously to achieve excellent outcomes.
The successful candidate will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. They will have good problem-solving skills and make recommendations that will help facilitate improved member experience, service, or engagement.Life at AustralianSuperAustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What's nextApply now, if you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.Australian or New Zealand citizenship or Australian permanent residency status is required.Progress powered by purpose.
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