Complaints Officer

**Complaints Officer**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _ Voted #1 HR Consulting Company Globally_
- _ Prestigious Sydney CBD (Barangaroo) Location or Melbourne CBD (Docklands)_
- _ Great Package _
- _Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- 35 hour working week
- Leading training and development program
- Professional environment where your career path really matters and is supported in our global organization
- Great team environment with energetic and supportive colleagues
- Genuine work life balance

**We will count on you to**:
This role is responsible for the management of complaints in accordance with legislative and contractual requirements for clients. The Complaints Officer is required to manage the complaint from notification to resolution and communicate with internal and external stakeholders, such as Client’s Trustees, Client Service Managers, Risk and Compliance Team and Legal Counsel. The primary function of the role is to research and analyse facts and information, to formulate strategies to facilitate a resolution.

**Responsibilities;**

**Complaints Management**
- 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.

**Risk Identification and process improvements**
- Identify areas of operational risk based on the nature of complaints received and recommend process and system improvement in order to mitigate the risk of recurrence.
- Identify opportunities for improvement to streamline the complaints management process.
- Support projects as SME as required

**Data Quality & Compliance**
- 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

**What you need to have**:
**Education**
- Tertiary qualification
- RG146 compliant

**Experience**
- 3 to 5 years' experience in corporate superannuation preferred
- Experience in an operations compliance environment

**Knowledge and Skills (general and technical)**
- 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.

**About us**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.