Triage and Early Resolution Officer

2 weeks ago

Melbourne, Victoria, Australia eFinancialCareers Ltd. Full time

About Cbus
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

About the role
As a Triage and Early Resolution Officer, you will play a vital role in ensuring that all new complaints and complaint-related queries are triaged to the appropriate staff members, divisions, and workflows. You will be responsible for the early resolution of simple cases, quickly resolving matters without the need for formal allocation to the Complaints Case Management team.
Your key responsibilities will include -

  • Overseeing the Complaints inbox
  • Create new complaints in Salesforce as needed and update existing cases with new information received.
  • Daily oversight and triaging of the complaints queue,
  • Conduct the initial high-level investigation of new complaints to determine whether the outcome has already occurred.
  • Manage and ensure simple cases are resolved in a timely manner via phone or email.
You have exceptional organisational skills and a talent for efficiently resolving complaints and queries. You also have fantastic communication skills, both written and spoken, and conversing with people over the phone comes naturally to you. Your attention to detail will be advantageous when managing multiple tasks. You're great at building rapport with teams and partners and enjoy working in a close-knit team.

Experience with Salesforce, MS Word, Excel, and Outlook is beneficial.

RG 146 qualification is preferred.

Belong at Cbus
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

We're keen to hear from you
If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website,

Applications Close: 30th May 2024
This position based in Melbourne and is a 12 month maximum term contract.

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you. Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-Ljbffr

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