Specialist, Complaints Reporting

4 days ago

Melbourne, Australia Cbus Full time

Specialist, Complaints Reporting & Insights

**About Cbus**
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

**About your role** As the Specialist, Complaints Reporting & Insights, you'll deliver critical reporting highlighting complaint themes, trends, systemic issues, and key risk indicators. Your role will involve closely collaborating with cross-functional teams to ensure we meet regulatory obligations and continuously improve the quality of our complaint handling. Through your work, you'll have the chance to drive meaningful change and enhance the overall member experience.

**What you'll be doing**
- Design & maintain a reporting schedule, ensuring accurate and timely data delivery.
- Engage with the data and engineering teams to align complaint data preparation with any upstream changes.
- Oversee the preparation and distribution of monthly and quarterly complaint insights reports, with commentary and actionable recommendations.
- Collaborate with the Quality Assurance and Training Specialist to build performance reports and track the Administrator's quality metrics.
- Work with external survey data (Chant West, SuperRatings) to provide insights into the success of member experience and complaint resolution.
- Lead Data Aggregation efforts from insurers, consolidating all complaints data for reporting.
- Assist in developing AI-driven insights to improve complaint analysis and prevention efforts.
- Ensure the accurate preparation of ASIC and APRA reporting, ensuring full compliance with regulatory requirements.
- Prepare at-fault/systemic issues reporting, leveraging Archer Risk System data.

**About you**
- Excellent data and analytics skills with the ability to create insights that drive improvement.
- Advanced working knowledge of Salesforce, PowerBI, Tableau, and Excel.
- Exceptional ability to prioritise and manage competing priorities, meeting deadlines while maintaining accuracy.
- Collaborative, with the ability to build rapport with both internal and external stakeholders.
- Demonstrated experience working in superannuation is preferable.
- Demonstrated knowledge of complaint resolution and prevention.

**Belong at Cbus**
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

**Applications Close**:8th December 2024, interviews may commence earlier This position is based in Melbourne. All applicants must have working rights in Australia to be considered Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

Job ID 4298720

  • Complaints Data

    1 week ago

    Melbourne, Australia AustralianSuper Full time

    At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. **Your...

  • Complaints & Resolution Specialist

    1 week ago

    Melbourne, Victoria, Australia MUFG Retirement Solutions Full time $70,000 - $120,000 per year

    A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services,...

  • Complaints Officer

    1 week ago

    Melbourne, Australia Link Group Full time

    **Overview** Investigate and coordinate complaints activity, providing a robust and transparent complaints process that will improve member experience and enable mutually satisfactory outcomes. Identify any permanent corrective actions and make recommendations where possible to reduce business risk and eliminate repeat activity. **Key Accountabilities and...

  • Complaints Manager

    2 days ago

    Melbourne, Australia Certane Full time

    **About us**: Part of the Certane Group, Diversa Trustees Limited (DTL) and its related company CCSL Limited are both specialist Trustee companies focussing on superannuation funds in Australia, including retail master trusts, corporate funds, platform (wraps), Pooled Superannuation Trusts, Eligible Rollover Funds and insurance only funds. Both companies...

  • Complaints Handling

    6 hours ago

    Melbourne City Centre, Australia HAYS Full time

    APPLY NOW! BIG 4 CONSULTING FIRM- COMPLAINTS ROLE **Your new company** Looking for an exciting opportunity to work for a Big 4 consulting firm located in the heart of Melbourne's CBD? As a Complaints Handling Specialist, you will be part of a global leader in professional services, delivering innovative solutions to some of the world's biggest challenges. -...

  • Procurement Specialist

    1 week ago

    Melbourne, Australia Australian Financial Complaints Authority Full time

    At AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund or financial firm. As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints that have gone unheard...

  • Compliance Reporting and Analytics Specialist

    2 days ago

    Melbourne, Australia EnergyAustralia Full time

    **About Us** Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to** lead and accelerate the clean energy...

  • Complaints Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Heartland Full time $80,000 - $120,000 per year

    Complaints – Team LeaderWe have an exciting opportunity for a Complaints Team Leader to join Heartland Bank Australia Limited based in Melbourne Australia. Is this your next role?You will step into a pivotal leadership position as our Complaints Team Leader, where your expertise will shape the way, we handle customer concerns and drive operational...

  • Complaints Coordinator

    1 week ago

    Melbourne, Victoria, Australia Service Stream Limited Full time $60,000 - $90,000 per year

    About Service SteamService Stream is a leading provider of essential network and infrastructure services across Australia. We partner with major utilities and telecommunications companies to design, construct, operate, and maintain critical assets that keep communities connected. With a strong focus on safety, quality, and innovation, Service Stream delivers...

  • Complaints Coordinator

    6 days ago

    Melbourne, Victoria, Australia Service Stream Full time $60,000 - $90,000 per year

    Primary LocationVIC - Melbourne - 655 Collins StJob Description SummaryLooking for a Complaints Coordinator to join our team, contributing to profitability and growth of Service Stream by managing stakeholder complaints across a National Project.About the RoleAbout Service SteamService Stream is a leading provider of essential network and infrastructure...