Complaints Officer

**The Role**
- **Multiple permanent opportunities for Complaints Officers in Collins Square, Melbourne**:

- **Hybrid role (5 days/fortnight), with 100% office attendance during initial training/induction**:

- **Positive and supportive team**

If you are passionate about providing excellent customer service and enjoy investigating and solving issues, we’d like to speak with you As a Complaints Officer, you will investigate and resolve member complaints, providing a robust and transparent review of the process to improve member experience and enable mutually satisfactory outcomes.

**Key Accountabilities and Main Responsibilities**
- Provide excellent customer service in managing and resolving complaints
- Communicate effectively with complainants and other stakeholders to enable mutually satisfactory outcomes
- Provide high quality written responses to all complaints including client, employer and member complaints
- Receive, acknowledge and register complaints via inbound escalations phone line
- Ensure data integrity and quality of responses are at a high standard so that the complaints management system runs smoothly
- Receive and record complaints on internal systems, maintaining database as well as member account information
- Assess, investigate and compile relevant information to support all complaints from initial receipt to resolution
- Ensure service standards are met
- Interpret complex policies, product information and procedures to determine suitable actions and responses
- Build and maintain good working relationships with colleagues and external parties to achieve desirable outcomes
- Report all non-compliance with policy or procedures
- Complete regular reporting as required
- Comply with all company policies and manage the complaints process in accordance with legal, risk and compliance requirements

**Experience & Personal Attributes**
- Excellent written and verbal communication skills;
- Continuous improvement focus, with the ability to identify risk, cost efficiencies and business improvements;
- Strong analytical and problem solving skills;
- High level of motivation, innovation and initiative;
- Exceptional attention to detail, time management and organisational skills;
- Commercial, risk aware and outcomes focused;
- Ability to deal with ambiguity and change;
- Complaints experience or exposure to customers or a member base.

**Qualifications**
- Tertiary qualifications in Business or a related discipline; and
- ASFA qualification or equivalent

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

**How to apply**

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Retirement 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.

MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

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