Member Resolutions Officer

3 days ago

Melbourne, Australia AustralianSuper Full time

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**

Reporting to the Manager Member Resolutions, the Member Resolution Officer, Administration is responsible for investigating and resolving complex complaints relating to service, platforms issues, delays, contributions etc. to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through education and communication of colleagues and stakeholders.

You will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. You will have good problem-solving skills and will make recommendations that will help facilitate improved member experience, service, or engagement.

Key duties include but are not limited to:

- Manage administration IDR complaints.
- Investigate and identify the root cause of the complaint.
- Monitor your work queue to ensure timely and effective completion of complaints to a high quality.
- Support and advocate for a culture that delivers resolutions and complete outcomes to complainants.
- Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
- Adhere to reporting of complaint related breaches and incident management requirements.
- Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
- Nurture and maintain internal relationships across all levels of the Fund.
- 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.

**What You’ll Need**
- At least 3 years’ experience in a Superannuation administrative role, or in a related role.
- Previous experience in complaint management.
- Excellent written and verbal communication skills.
- High attention to detail.
- Good stakeholder management skills, with the ability to engage effectively at all levels.
- Organisational skills with the ability to prioritise and manage the range of tasks required of this position.
- Interpersonal skills which foster cooperation and teamwork in a close team environment.
- Tertiary qualification in financial services, superannuation, or risk management (desired).RG146 accreditation (desired - may need to be attained if not held).

**What’s Next**

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

**_Progress powered by purpose.
- **
- **
- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you._

  • Member Resolutions Officer Insurance

    3 days ago

    Melbourne, Australia AustralianSuper Full time

    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...

  • Manager, Member Resolutions Officer

    2 weeks ago

    Melbourne, Victoria, Australia AustralianSuper Full time

    Join to apply for the Manager, Member Resolutions role at AustralianSuper3 days ago Be among the first 25 applicantsJoin to apply for the Manager, Member Resolutions role at AustralianSuperThis position is a 12-month contract and will provide support to a team working on a contract basis.At AustralianSuper, we truly care about our colleagues. We know work...

  • Manager, Member Resolutions Officer

    2 weeks ago

    Melbourne, Victoria, Australia AustralianSuper Full time

    Join to apply for the Manager, Member Resolutions role at AustralianSuper3 days ago Be among the first 25 applicantsJoin to apply for the Manager, Member Resolutions role at AustralianSuperThis position is a 12-month contract and will provide support to a team working on a contract basis.At AustralianSuper, we truly care about our colleagues. We know work...

  • Member Resolution Officer

    1 week ago

    Melbourne, Australia AustralianSuper Full time

    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...

  • Member Resolutions Officer

    1 week ago

    Melbourne, Australia AustralianSuper Full time

    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...

  • Manager, Member Resolutions

    3 days ago

    Melbourne, Victoria, Australia AustralianSuper Full time

    Join to apply for the Manager, Member Resolutions role at AustralianSuper3 days ago Be among the first 25 applicantsJoin to apply for the Manager, Member Resolutions role at AustralianSuperThis position is a 12-month contract and will provide support to a team working on a contract basis.At AustralianSuper, we truly care about our colleagues. We know work...

  • Complaints Resolution Officer

    2 weeks ago

    Melbourne, Australia Cbus Full time

    Complaints Resolution Officer **About Cbus** Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund...

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne, Australia AustralianSuper Full time

    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...

  • Resolutions Officer

    7 days ago

    Melbourne City Centre, Australia Department of Health Full time

    **About the role**: Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for...

  • Resolution Officer

    2 weeks ago

    Melbourne, Australia Gallagher Bassett Full time

    **Introduction** Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of...