Complaints & Resolution Specialist

8 months ago

Melbourne, Australia Link Group Full time

**Overview**

As a Complaints & Resolution Specialist, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of the Trustee Offices. You will be responsible for achievement of organisational, client and team targets within set timelines ensuring standards are maintained.

The role identifies systemic and material issues and contributes to operational process improvements in order to drive improved member and employer experiences and to ultimately reduce complaint volumes.

**Key Accountabilities and Main Responsibilities**
- Superannuation knowledge essential
- Excellent written and verbal communication skills
- Excellent file management skills and the ability to take responsibility to ensure work is completed
- Continuous improvement focus, with the ability to identify risk, cost efficiencies and business improvements
- Strong analytical and problem solving skills and the ability to express complex responses in a logical and easy to understand way
- Ability to articulate and explain outcomes and recommendations clearly and rationally
- Displays initiative, particularly when problem-solving and making pragmatic decisions
- High level of motivation, innovation and initiative in line with Link’s objectives
- Exceptional attention to detail, time management and organisational skills
- Commercial, risk aware and outcomes focused
- Understanding of Link’s core services and strategic objectives
- Ability to work across Link Group organisational boundaries and build strong working relationships with key stakeholders
- Ability to be deal with ambiguity and change in role direction and focus when required to support the business need
- Complaints experience
- Solve complex issues and engage appropriate stakeholders as required

**Experience & Personal Attributes**
- Provide a superior end-to-end customer experience via telephone, face to face and through written communications
- Empathetically listen to the customer’s complaints and act promptly to resolve
- Provide high quality written responses to all complaints including client, employer and member complaints
- Reviewing files, identifying gaps and requesting further information in order to progress, finalise complaints
- Achievement of organisational, client and team targets within SLA and Legislative timeframes
- Identify and report on trends and opportunities to improve customer experience Identify continuous improvement opportunities in relation to complaints handling function and broader knowledge management across Link Fund Administration
- Identify and escalate high net worth or media complaints to mitigate risks
- Report all non-compliance with policy or procedures
- Ensure complaints and correspondence are accurately captured, and authorised policies and procedures are adopted for triage, resolution and escalation to ensure all timeframes for complaints are met, while building a culture that embraces complaints as an opportunity to continually improve services and products
- Ensure service standards are met and maintained across the team, meeting commitments and delivering results to a high quality standard
- Interpret complex policies, product information and procedures to determine suitable actions and responses
- Provide information to support EDR investigation and conciliation conferences (as requested)
- Participation in Link Group and Trustee Office forums (as required) related to complaints reporting, trend analysis, operational process improvements and preventative actions
- Exercise judgement and make recommendations related to complaints management and resolution to facilitate informed decision making and to drive service improvements

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused,

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