Dispute Resolution Officer

3 weeks ago

Melbourne, Australia AustralianSuper Full time

We make a difference, delivering outcomes for millions of members.
- Join a growing team with supportive leaders
- Permanent role to support our Members First ethos

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**

The Member Group’s purpose is to achieve the Fund’s member growth and member experience outcomes through a competitive, sustainable, and differentiated proposition.

Reporting to the Manager Dispute Resolution - Insurance, the Dispute Resolution Officer - Insurance is a key role in the Dispute Resolution, Member Sentiment Team, responsible for ensuring the fair, effective and timely resolution of complaints in accordance with Fund and regulatory requirements whilst driving a strong member first culture.

Some key responsibilities include but are not limited to;
- Manage insurance complaints demonstrating technical claims experience for handling complex disputes.
- Provide a high standard of customer service and adherence to regulatory requirements.
- Undertake detailed investigations and analysis of complaints and sometimes complex issues in relation to a broad range of complaints. Assess and review materials to ensure all relevant information is organised and well summarised for the EDR scheme.
- Lodge submissions and represent the Fund in conciliation hearings with complainants and the EDR Scheme
- Maintain accurate and up-to-date information in registers and databases to facilitate the provision of accurate reporting and information to the business.
- Prepare complaint responses on behalf of Group Executives
- Maintain strong working relationships with internal staff and external third parties.
- Other activities as required to support and assist both the Dispute Resolution Manager and the Quality & Assurance Manager.
- Drive evidence-based decision making - including appropriate and simple metrics that provide solid data for informed decision making, such as business strategy alignment, cost/benefit, and cost/quality/risk.

**What You’ll Need**
- Demonstrated experience in superannuation or insurance
- Proven experience in assessments, dispute resolution and/ or complex complaint management
- Excellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to EDR Schemes and complainants.
- Well-developed investigation and analytical skills
- Able to work diligently, efficiently and pay close attention to detail.
- Ability to work autonomously and pro-actively to meet deadlines.
- Ability to communicate effectively
- Ability to multi skill and manage competing tasks and work under pressure

**Life at AustralianSuper**

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.

**What’s Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**_Progress powered by purpose._**

**The AustralianSuper Story
As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.

We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.

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