
Complaints Specialist, Superannuation
6 days ago
Complaints Specialist, Superannuation
**About Vanguard**
Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years. Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified and robust through time.
With more than AUD $7 trillion in assets under management Vanguard is one of the world's largest global investment management companies. In Australia we partner with institutional clients, financial advisers and individual investors to offer low-cost investment solutions. Our comprehensive range of managed funds, exchange traded funds (ETFs) and tailored investment solutions are built to support long-term investment success for our clients.
At Vanguard Investments Australia (VIA) we have a focus on increasing our efforts to serve Australian investors directly and have expanded our offering to include superannuation. Australia has one of the best retirement systems in the world and we want to help make it better for all Australians. With significant global and local expertise in the retirement space, coupled with our disciplined, low-cost approach to investing we are committed to helping more Australians reach their retirement goals.
**The Opportunity**
The Vanguard Super Operations team enables the delivery of the defined member experience and operating model, ensuring cost effective and efficient services are delivered to the fund through partnership with outsourced providers. Our Operations team are also responsible for managing the relationships with providers and monitoring services delivered, ensuring they support our value proposition and meet member expectations.
As part of this team, we are recruiting a Superannuation Complaints Specialist who will be responsible for managing complaints, rules and processes to ensure delivery of the defined member experience.
**What you will do**
- Ensure that all complaints are actively managed, responded to and resolved within agreed service standards.
- Coordinate and investigate complaint root causes and responses, including speaking to members to understand the issue and drafting dispute resolution letters.
- Effectively manage relationships with members, the administrator, the insurer and other stakeholders as required.
- Manage the end-to-end complaints process, ensuring appropriate changes to processes are implemented to address the root cause, where necessary.
- Respond to AFCA queries, draft external dispute resolution responses and participate in conciliation conferences.
- Assist with collation, validation and submission of Complaints reporting to OST and the Complaints Committee as required.
- Support the management of incidents, events, insurance and claims.
**What we are looking for**
- Undergraduate degree in a related field or relevant experience in a similar role
- Demonstrated experience in the investment management, superannuation or other financial services organisations would be well regarded
- Demonstrated experience in managing matters of high complexity, sound problem solving, resolution and decision-making abilities
- Demonstrated experience effectively communicating with members as well as internal and external stakeholders, within a dynamic and fast-paced environment
**Specialisations that will make an impact**
- Knowledge of regulatory framework and environment including the SIS Act, Stronger Super, APRA prudential standards
- Experience working within a superannuation fund and with external outsourced partners
- Experience managing complaints and the complaints regulator
- RG146 qualified
- Strong superannuation administration background
**Inclusion Statement**
Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.
When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.
Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
**How We Work**
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Job ID 164502
-
Complaints Specialist, Superannuation
1 week ago
Melbourne, Australia Vanguard Full time**About Vanguard** Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years. Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified and robust through time. With more than AUD $7 trillion in assets under management Vanguard is one of...
-
Complaints & Resolution Specialist
6 days ago
Melbourne, Australia Link Group Full time**Overview** As a Complaints & Resolution Specialist, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of the Trustee Offices. You will be responsible for achievement of organisational, client and team targets within set timelines ensuring standards...
-
Team Leader, Superannuation Complaints
2 weeks ago
Melbourne, Australia UniSuper Full time**About US** UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia’s largest super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members. You will be empowered to grow your career and contribute from day one in an organisation that...
-
Team Lead
6 days ago
Melbourne, Australia Commonwealth Superannuation Corporation (CSC) Full timePosted: 26/08/2025 Closing Date: 07/09/2025 **Job Type**: Permanent - Full Time Location: Melbourne Job Category: Banking and Financial Services,Insurance & Superannuation **Job title**:Team Lead - Superannuation Specialists **Position Type**: Permanent **Location**:**Open to all locations across Australia with an established home office **About the...
-
CTP Complaints Specialist
4 weeks ago
Melbourne, Victoria, Australia IAG Full timeJoin to apply for the CTP Complaints Specialist role at IAG6 days ago Be among the first 25 applicantsJoin to apply for the CTP Complaints Specialist role at IAGMake a difference as a CTP Complaints Specialist.Join the largest general insurance group in Australia and Aotearoa New Zealand. We're a top-tier ASX-listed company helping to make the world a safer...
-
CTP Complaints Specialist
4 weeks ago
Melbourne, Victoria, Australia IAG Full timeJoin to apply for the CTP Complaints Specialist role at IAG6 days ago Be among the first 25 applicantsJoin to apply for the CTP Complaints Specialist role at IAGMake a difference as a CTP Complaints Specialist.Join the largest general insurance group in Australia and Aotearoa New Zealand. We're a top-tier ASX-listed company helping to make the world a safer...
-
Melbourne, Australia IAG New Zealand Full timeMake a difference as a Learning and Development Specialist - Complaints. Join the largest insurance group in Australia and New Zealand. **Your Role** This role will see you support the learning and development of Customer Relations & Dispute Resolution Specialists to achieve optimal resolution of complaints at IAG. As the Complaints Learning and...
-
Incidents and Complaints Manager
2 weeks ago
Melbourne, Australia Equity Trustees Full time**Location**: Melbourne, Sydney We're excited to offer you a fantastic opportunity to join our Corporate and Superannuation Trustee Service (CSTS) team! This role places you at the heart of ensuring incidents are managed effectively and within CSTS' risk appetite. You'll focus on ensuring member complaints are resolved with fairness, consistency, and a...
-
Incident & Complaint Manager
2 weeks ago
Melbourne, Australia Equity Trustees Full timeWe have a fantastic opportunity for you to join our Oversight, Risk and Insurance team in the Superannuation Trustee Office (STO). You will manage and oversee incidents and complaints within STO, and its administrators and insurers, to an appropriate outcome within the STO's risk appetite that's fair, reasonable and consistent with member interests. **About...
-
Complaints Reporting
2 weeks ago
Melbourne, Australia IAG New Zealand Full timeCreate impact as a **Complaints Reporting & Analysis Specialist** Join the largest general insurance group in Australia and New Zealand. **YOUR ROLE** Joining our Customer Experience and Marketing team within Retail Insurance Australia (RIA). In this role, you’ll support the Australian Complaints Analysis process by conducting routine and ad-hoc...