Early Resolutions Officer

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 new role

Reporting to the Manager, Early Resolutions, the Early Resolutions Officer is part of the broader Member Resolutions Team. The role is primarily phone-based and is responsible for triaging complaints, the resolution of complaints during the first phone call and managing a portfolio of non-complex complaints. 

The successful candidate will make informed recommendations regarding workflow distribution to ensure that complaints are prioritised appropriately within a high-volume environment. They will escalate complex issues and matters likely to draw media or stakeholder attention as necessary. Demonstrating strong problem-solving abilities, they are dedicated to enhancing member experience, service quality, and engagement. All complaints will be addressed in compliance with Fund and regulatory standards, while the candidate actively embraces and facilitates organisational change. 

Key duties include but are not limited to:

• Take details of new complaints transferred by phone from the contact centre
• Resolve complaints on the phone transferred from the contact centre
• Triage complaints in accordance with legislative requirements
• Resolve non-complex IDR complaints
• Respond to complainants who have been identified in member surveys and social media via outbound calls
• Triage and refer administration tasks of new complaints
• Register new complaints received in the Complaints Management System
• Assist with case allocation across the Member Resolutions team
• Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the Complaint Management Policy
• Adhere to reporting of complaint related breaches and incidents management requirements
• Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund
• Ensure relevant legislative and organisational requirements are met; keep up to date on all key changes to relevant regulations
• Maintain strong working relationships with internal staff and external third parties

What you'll need  

The role requires the ability to work collaboratively, and when required assist other team members with investigation or solutions in an environment where ideas and suggestions are explored with enthusiasm. We seek someone who has the willingness to continuously improve both themselves and the teams around them.  In addition, you will bring;

• At least two years' experience in Superannuation/ Life insurance, or in a related role
• Previous experience in customer service or dispute resolution 
• An enthusiasm to resolve complaints primarily over the phone.
• Excellent written and verbal communication skills
• High attention to detail
• Good stakeholder management skills, with the ability to engage effectively at all levels
• Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position
• Excellent interpersonal skills which foster cooperation and teamwork in a close team environment
• An intermediate working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications
• RG146 accreditation (desired)

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you. 

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results. 

Australian or New Zealand citizenship or Australian permanent residency status is required. 

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Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.