Member Resolutions Officer

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 Role  

Reporting to the Manager Member Resolutions, the Member Resolution Officer, Administration is responsible for investigating and resolving complex complaints relating to service, platforms issues, delays, contributions etc. 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 have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. You will have good problem-solving skills and will make recommendations that will help facilitate improved member experience, service, or engagement. 

Key duties include but are not limited to: 

• Manage administration IDR complaints. 

• Investigate and identify the root cause of the complaint. 

• Monitor your work queue to ensure timely and effective completion of complaints to a high quality. 

• Support and advocate for a culture that delivers resolutions and complete outcomes to complainants. 

• 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 incident management requirements. 

• Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund. 

• Nurture and maintain internal relationships across all levels of the Fund. 

• Establish a unified and collaborative culture to reduce the number of complaints that escalate to EDR. 

• Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities. 

What You’ll Need    

• At least 3 years’ experience in a Superannuation administrative role, or in a related role. 

• Previous experience in complaint management. 

• Excellent written and verbal communication skills. 

• High attention to detail. 

• Good stakeholder management skills, with the ability to engage effectively at all levels. 

• Organisational skills with the ability to prioritise and manage the range of tasks required of this position.  

• Interpersonal skills which foster cooperation and teamwork in a close team environment.  

• Excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications. 

• Tertiary qualification in financial services, superannuation, or risk management (desired). 

• RG146 accreditation (desired – may need to be attained if not held). 

What next  

AustralianSuper 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. 

At AustralianSuper, our purpose will empower you to reach your true potential 

What’s Next  

Apply 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.  

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