Dispute Resolution Officer

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**

As a Dispute Resolution Officer, you are 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.

This role will work with complainants and other external parties (including the Australian Financial Complaints Authority) to ensure the efficient and fair resolution of complaints, complying with the Fund complaints framework and regulatory requirements. The role requires you to act in the best interests of members and their beneficiaries.

Key duties include but are not limited to:

- Management of your own caseload of EDR disputes and other complaint related activity.
- Manage insurance complaints demonstrating technical claims experience for handling complex disputes.
- 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.
- Liaise with the EDR Scheme to ensure fair and timely outcomes.
- Produce clear, concise, and considered complaint responses.
- Maintain accurate and up-to-date information in registers and databases to facilitate the provision of accurate reporting and information to the business. Be a Subject Matter Expert, participating in projects /committees as required.

**What you’ll need**
- At least 5 years’ experience in insurance within superannuation
- Demonstrated ability to understand and interpret insurance policies along with strong technical claims experience
- RG146 accreditation
- Proven experience in dispute resolution and 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.
- Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.
- Demonstrated ability to think critically and make logical decisions. Ability to work autonomously and pro-actively to meet deadlines.

**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.