Senior Member Resolutions Officer

2 weeks ago

Melbourne, Victoria, Australia Australian Super Full time

About the Role

AustralianSuper is seeking a highly skilled Senior Member Resolutions Officer to join our team. As a key member of our team, you will be responsible for investigating and resolving complex complaints in a fair, effective, and timely manner.

Key Responsibilities

  • Manage complex insurance and claims Internal Dispute Resolution (IDR) complaints.
  • Investigate, identify the root cause of the complaint, and provide responses to the complainant.
  • Assist with workflow and case allocation across the team.
  • Run and maintain the team work in progress spreadsheet.
  • Handle administrative tasks such as mailbox, reports, urgent enquiries, etc.
  • Quality review cases and ensure all activities are delivered in adherence with legislative and Fund requirements, including RG 271 and the IDR Policy.
  • Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency, and/or reduction of risk to the fund.
  • Maintain strong working relationships with internal colleagues and external third parties.
  • Establish a unified and collaborative culture to reduce the number of complaints that escalate to EDR.
  • Operate and make decisions according to the Fund's Policies, Standards, and Procedures, and the Fund's Key Decision Registers and the delegated authorities.
  • Actively support a team culture of compliance and risk management, ensuring awareness of processes, policies, and systems to ensure breaches are limited.

Requirements

  • Minimum 3 years' experience in an Insurance Claims role, ideally within Superannuation.
  • Previous experience in dispute resolution and complex complaint management is essential.
  • Excellent written and verbal communication skills with exceptional high attention to detail.
  • Good stakeholder management skills, with the ability to engage effectively at all levels.
  • Excellent organisational skills with the ability to prioritise and manage a range of tasks required of this position.
  • Able to work independently and autonomously to achieve excellent outcomes.
  • RG146 accreditation or willingness to obtain.

About AustralianSuper

AustralianSuper is committed to colleague development and supports 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.

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