Chapter Member Customer Resolutions

About Resolution Life Resolution Life Australasia (RLA) is owned by Resolution Life, a global life insurance group focusing on reinsurance, the acquisition and management of portfolios of life insurance policies and selective new business growth in strategic markets. We are one of the leading life insurers in Australia and New Zealand, with ~ 1 million customers with superannuation, investments and life insurance policies, managing approximately A$30 billion in assets and have 1,000 employees across Australia and New Zealand. We value diverse backgrounds and perspectives, foster an inclusive, collaborative and flexible working environment, where everyone can thrive. We are a fully enterprise agile organisation, and will support your professional growth and reward your contribution.
The Opportunity As a Customer Resolutions Specialist, you will be at the forefront of enhancing customer trust and satisfaction by resolving complaints through a fair, timely, and empathetic approach. Your role is central to improving the customer experience by actively listening to concerns, applying critical thinking, and leveraging your knowledge of insurance and superannuation products to deliver balanced outcomes aligned with regulatory and business standards.
You will manage a portfolio of complex complaints, conducting thorough investigations and maintaining clear, respectful communication with customers across their preferred channels. Your ability to identify root causes and systemic issues will be key in providing actionable insights to the business, helping to drive continuous improvement in processes and service delivery. Collaboration with internal teams and stakeholders will be essential to share learnings and ensure a consistent, customer-centric approach.
This role requires strong emotional intelligence, excellent communication skills, and a proactive mindset. You'll be expected to work independently, manage competing priorities, and maintain accurate documentation while complying with all regulatory requirements. Your contributions will not only resolve individual complaints but also shape broader service enhancements, reinforcing the organisation's commitment to delivering positive customer outcomes.
This role offers a Permanent full-time contract and embraces flexible working arrangements. You'll have the freedom to work remotely, with occasional office attendance required on an ad hoc basis, ensuring a harmonious balance between business needs and personal flexibility
Your Story RLA has adopted agile ways of working, providing a flexible environment for individuals to make a significant contribution to our success through the application of their skill and experience. To thrive in this environment ideally a candidate has the following attributes:

• Sound knowledge and compliance with the regulatory framework and guidelines.
• Demonstrated experience (5 years) in handling complex and sensitive complaint management within Financial Services.
• Possess high emotional intelligence and empathy to connect with customers and understand their needs and expectations.
• Excellent verbal and written communication skills, able to use clear and simple language to explain complex information and processes.
• Ability to collaborate Trans-Tasman
• Proven problem-solving and analytical skills.
• Strong organisation skills, with ability to manage multiple tasks and priorities efficiently and effectively.
• Able to work under pressure to meet deadlines and performance standards.
• Pays close attention to detail and ensure accuracy and completeness of records and documentation, following relevant policies and procedures

Why Join Us? At Resolution Life Australasia, we provide a flexible work environment and access to a range of employee benefits that will support you both personally and professionally including:

• Discretionary bonus scheme
• Career pathways, including local and global mobility opportunities
• Leading Learning Platforms and support in professional development
• Health and Wellbeing Programs

Accessibility and Checks
Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at [email protected] Privacy Policy Please refer to our Privacy Policy to learn about how we use the information you give us, alternatively you can view the same information by navigating to the page

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