Dispute Resolution Officer

We are Australia’s largest superannuation fund, here to help members achieve their best possible retirement outcome. Working with a wide range of stakeholders, we create meaningful value for members and our communities through our diverse workforce of highly competent and highly motivated employees.

*Your new team
*

Our Member Experience group is a passionate and dedicated team who strive for innovative outcomes in new and exciting ways, striving to continually improve the multi-platform and multi-channel experiences of AustralianSuper members. Our environment enables you to seize exciting career opportunities, to feel trusted and respected, and to lead a fulfilling life with true workplace flexibility.

*Your new role
*

Reporting to the Dispute Resolution Manager, you will manage External Dispute Resolution (EDR) complaints, lodge submissions to AFCA and represent the Fund in conciliation hearings with complainants. You will also manage insurance complaints demonstrating technical claims experience for handling complex disputes along with accurate and considered insurance policy interpretation.

Ensuring effective communication of complex matters to the Dispute Resolution Manager and other key internal stakeholders is crucial as you will prepare complaint responses on behalf of Group Executives. Another important success factor will be identifying process and product improvements to deliver an enhanced member service and provide a prompt investigation and resolution of complaints in accordance with agreed guidelines.

**What you’ll need**
- Extensive experience in superannuation, insurance experience preferred
- Proven experience in dispute resolution or similar role
- Excellent written and verbal communication skills
- 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
- An excellent working experience with Microsoft Word, Microsoft Excel and Microsoft Outlook
- Ability to work autonomously and pro-actively in order to meet deadlines
- Ability to communicate effectively with colleagues and service providers
- Ability to interpret technical documents (i.e. insurance policies) and clearly and simply communicate findings

*What you’ll get in return
*

You will be working with a People Leader who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first.

We are proud to be a WGEA certified Employer of Choice for Gender Equality (since 2012). We are committed to the recruitment, development, and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you.

All roles can flex at AustralianSuper, and we are happy to discuss what this can look like for you. Please talk to us about the flexibility you are seeking, and we will explore what is possible for this role.

Other benefits include a competitive salary, genuine flexible working arrangements, income protection insurance and generous leave entitlements.

*What’s next
*

**Progress, powered by purpose.**:

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

*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.