Incident and Complaint Resolution Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeComplaint Full time $114,000 - $141,000
Our team is seeking an experienced professional to fill the role of Incident and Complaint Resolution Specialist. As a key member of our Oversight, Risk, and Insurance team within Corporate and Superannuation Trustee Services (CSTS), you will play a pivotal part in ensuring that service providers effectively manage incidents within CSTS' risk appetite. Your focus will be on ensuring member complaints are handled with fairness and consistency, always prioritising member interests, and driving quality and process improvement through coaching service providers where necessary.
About the Role:
  • Relationship Management: Foster strong relationships with service providers to ensure effective incident management and complaint resolution.
  • Incident/Complaint Uplift Coaching: Provide coaching and guidance to service providers to improve their incident and complaint management processes.
  • Contribution to Audits / Projects: Contribute to audits and projects aimed at improving the overall quality of incident and complaint management within CSTS.
  • Reporting to Key Stakeholders: Prepare and present high-quality reports to senior stakeholders on incident and complaint management performance.

What You'll Need to Succeed:
  • Previous experience in line 1 or line 2 compliance role in superannuation / financial services.
  • Knowledge of superannuation law and complaint management highly regarded.
  • Demonstrated abilities in key stakeholder engagement and influencing.
  • Ability to prepare high-quality written reports for presentation to senior stakeholders.
  • A commercial orientation with a continuous improvement mindset.
  • Tertiary qualification in Business, Finance, Law or related field.

Benefits:
  • A warm, open, and supportive culture.
  • An attractive remuneration package, including reward and recognition programs.
  • An employee wellness program, including discounted health insurance and an employee assistance program.
  • A workplace volunteering and giving program to enable you to help others in the community.
  • We offer a flexible and hybrid working environment.

About Us:

We have been committed to providing expert trustee services since 1888. Our company helps our clients grow, manage, and protect their wealth now and for future generations. We strive to provide a workplace that is flexible, rewarding, and supportive of individual development.

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