Complaints Officer

2 days ago

Melbourne, Australia Talent International Full time

**Job Details**:
**Location**

Melbourne

**Salary**

Negotiable

**Job Type**

Full Time

**Ref**

BBBH100257_1680058731

**Contact**

Daniel Clifford

**Posted**

about 5 hours ago

**The Client and Role**:
We are currently working with a global financial services organisation that requires multiple Complaints Officers with experience in the superannuation industry for a short-term engagement. As the Complaints Officer you will be required to manage complaints from notification to resolution and communicate with internal and external stakeholders. The primary function of the role is to research and analyse facts and information, to formulate strategies and to facilitate a resolution.

***

**Responsibilities**:

- Perform investigations to determine the factors that contributed to the complaint and proposed resolution.
- Identify and agree rectification activities and drive through to implementation.
- Management and resolution of all cases within agreed service standards including preparation of formal response letters to members and the SCT.
- Facilitate the collation of documentation for cases within agreed service standards.
- Direct liaison with the Trustee for all cases in progress.
- Act as liaison between Legal Counsel, Client Services, and the Trustee on all cases in progress.
- Raise incidents on Scout where an incident is identified and work closely with the incident officer to support resolution of the item as it relates to the complaint response.
- Record all complaint information in systems and folders as per prescribed processes.
- Maintain integrity of data to aid in accurate, complete and timely provision of reports to internal and external stakeholders.

***

**Required Skills & Specialisms**:

- Tertiary qualification and RG146 compliance strongly advantageous.
- 3 to 5 years' experience in corporate superannuation preferred
- Experience in an operations compliance environment
- Strong knowledge of superannuation legislative and operational requirements
- Demonstrated analytical skills/problem solving skills
- Demonstrated communication skills including presentation, report writing and negotiation skills
- Ability to prioritise and manage multiple projects in a demanding work environment
- Ability to work independently and in a team environment without supervision.

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