I&c Complaints Officer

7 months ago

Melbourne, Australia UniSuper Full time

**About US**
UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia’s largest super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members.

You will be empowered to grow your career and contribute from day one in an organisation that supports your mental, physical, and financial wellbeing.
We offer an impressive range of benefits including:

- 3 days over Christmas and 3 days 'Community and Culture' leave allowing you to celebrate and contribute to things that are important to you outside of work
- The opportunity to choose between 17% and 11% superannuation
- $1,500 personal development budget
- Exceptional parental leave

**The opportunity**
Your role supports UniSuper by case managing all Insurance and Claims complaints and communicating unique and/or potentially sensitive account issues to members.

An integral requirement of this role is the ability to confidently communicate significant changes/outcomes or news to members &/or claimants, manage complaints within the regulatory requirements and timeframes, and help contribute to the ongoing improvement of complaint handling within UniSuper.
Key responsibilities include:

- The end-to-end case management of a portfolio of complaints, including I&C Complaints mailbox; Adhering to RG271 obligations and other Service Level Agreement requirements
- Producing I&C complaints reports to key stakeholders including I&C Team, Management, Regulatory, Insurance Committee
- Foster a close working relationship with our Insurers to facilitate the complaints process, whilst ensuring the complaint is finalised in a timely manner
- Consistently demonstrate empathy, responsiveness, personalised and genuine Customer Care to impacted members/claimants whilst protecting the Fund’s reputation
- Managing and prioritisation of multiple and potentially unique cases at once
- Engage and brief other key stakeholders as required to facilitate the resolution of the complaint e.g. Legal & Risk Services, Product, Member Service, Pensions, Advice and Corporate Communications
- Consider all possible solutions/resolutions, including escalations (if required), seek legal advice and obtain technical support to pursue a positive member experience
- Provide guidance and effectively communicate account adjustments or significant news to members
- Provide thorough and appropriate recommendations (where relevant) on the complete member experience, including whether adjustment/recovery or write off is viable.

**About you**
To be successful in this role, you will bring strong Insurance & Claims complaints experience, paired with:

- Ability to work within a sensitive environment, understand issues that can happen and more importantly how to communicate and tailor these messages to members
- Thorough knowledge of UniSuper products, fund business rules and operational processes
- Strong case management, investigative skills and problem-solving techniques
- Aptitude to work with mínimal supervision and capability in creatively exploring outcomes that will minimise the impact on the member, whilst protecting UniSuper at the same time
- High empathy skills and a commitment to delivering genuine Customer Care
- Excellent verbal and written communication skills
- Ability to effectively communicate with stakeholders to enable the development of solutions

We're passionate about knowledge and sharing it amongst our members and our employees, therefore we believe that a balance of working from home and time in office is the best way to collaborate and build relationships with your colleagues. We ask you to be able to commit to 60% of your time in office.

**Think Great. Create Great.

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