Resolutions Specialist

3 days ago

Brisbane, Australia Australian Retirement Trust Full time

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Resolutions Specialist, you will assist with the management of disputes against Australian Retirement Trust (ART) with the Australian Financial Complaints Authority (AFCA), including providing advice and recommendations to support resolution. This role is crucial in assisting ART to fulfill its dispute resolution obligations.

Day to day, you'll:

- Represent ART on the external dispute resolution (EDR) process, including engaging stakeholders as required.
- Manage and resolve complaints in line with the ART’s Dispute Resolution framework.
- Perform detailed analysis of AFCA complaints with the view to identifying any systemic or recurring issues, breaches or areas for process improvement.
- Engage with relevant business areas to communicate outcomes and learnings in relation to external disputes.

This role is permanent opportunity.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- You will have extensive experience working in and understanding the superannuation industry or similar environment.
- You will be able to work successfully within a team in a high-volume customer service work environment.
- You will have a strong knowledge and understanding, or the ability to rapidly acquire knowledge of the superannuation or related industries and legislation.
- Demonstrated ability to analyse complex problems and provide appropriate solutions that effectively address and balance both customer and business needs.

**About us**

Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

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