Internal Dispute Resolution Case Manager

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Superannuation Corporation (CSC) Full time
Posted: 04/04/2023

Closing Date: 17/04/2023

Job Type:
Contract

Location:
Sydney

Job Category:
Administration and Office,Banking and Financial Services,Insurance & Superannuation

CSC is the trusted Superannuation fund for current and former Australian Government and Australian Government Defence Force employees serving our customers with our proud history for 100 years.
CSC is a superannuation fund with approximately $60 billion in funds under management.

CSC is a progressive future focused employer with a drive to make a difference in the retirement outcomes for our customers.

Our purpose is to build, support and protect better retirement outcomes for all our customers.

Our mission is to be the trusted and valued partner who achieves long-term investment objectives, guides informed retirement decisions, and gives our customers peace of mind that their futures are in safe hands.


The drive to make a difference.


Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing.

Through our world-leading investment strategies, we are always growing and improving.

That means creating an environment where each and every one of us has the opportunity to strive together for excellence.


Your new role


We're looking for people who have a real drive to make a difference—for our customers, for each other, and for CSC.


We are seeking resilient and motivated individuals who are passionate about solving problems for customers whilst delivering the best possible outcomes within frameworks, legislation and regulations.


As the Internal Dispute Resolutions Case Manager, you will effectively case manage escalated customer care enquiries and formal complaints covering all schemes across CSC.

You will put customers first and communicate clearly to better understand their motivations and triggers.


You will use effective questioning techniques and analysis to understand the cause of the complex complaints and provide an appropriate resolution.


Primary responsibilities include:

  • Investigating, analysing and resolving formal complaints and customer care cases within legislation and SLA's
  • Liaising with key internal and external stakeholders and preparing written responses to a high standard
  • Preparing formal written responses to customer complaints in a manner which results in high levels of customer satisfaction and ensures all issues/concerns have been addressed and CSC's position is fair and reasonable

Desired Skills and Experience:

What you'll need to excel:

  • Prior case handling or case management experience, highly desired
  • Experience or exposure to a regulated/legislated environment
  • Excellent communication skills written and verbal. Be willing to pick up the phone to talk to customers when required
  • Welldeveloped time management skills that help you effectively manage competing priorities
  • The ability to build relationships with internal stakeholders at all levels
  • Ability to identify potential training/learning opportunities to encourage a continuous improvement focus
  • Capability to take initiative and think outside the box
  • Exposure to deescalation techniques and resilience on complex cases
  • Proficiency in excel, a bonus

Be Super appreciated

  • Access to flexible working arrangements
  • Multi award winning health and wellbeing strategy SuperYou
  • Learn from experienced professionals
  • Great people to work with
  • Work that makes a real difference to our members' lives
- investment in your learning and development

How do I apply?

Applications close:
Monday 17 April, 5:00 pm

More about CSC


At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams.

We're proud to serve those who serve our country.

Watch our video series
and meet the staff behind our 100 years of inspiring stories

Visit our careers page
and website to discover more about CSC

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