Complaints & Resolution Specialist

19 hours 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, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Are you passionate about turning challenges into opportunities? Do you thrive on solving complex problems and delivering exceptional customer experiences? If so, we want to hear from you

We're looking for a Complaints & Resolution Specialist to join our dynamic team and play a pivotal role in managing and resolving escalated customer complaints. This is your chance to make a real impact—enhancing member and employer satisfaction while helping shape the future of our service delivery.

What You'll Be Doing

  • Investigating and resolving complex complaints on behalf of the Trustee Offices within legislative and service level timeframes.
  • Delivering high-quality written and verbal responses that are clear, empathetic, and solutions-focused.
  • Identifying systemic issues and contributing to continuous improvement initiatives that enhance the member and employer experience.
  • Collaborating across teams to ensure complaints are triaged, escalated, and resolved effectively.
  • Supporting external dispute resolution (EDR) processes and participating in forums to drive service excellence.

What You'll Bring

  • Superannuation expertise and a strong understanding of industry regulations.
  • Exceptional communication skills—both written and verbal—with the ability to simplify complex information.
  • Proven experience in complaints handling and customer resolution.
  • A continuous improvement mindset with the ability to identify risks, inefficiencies, and opportunities.
  • Strong analytical and problem-solving skills, with a keen eye for detail.
  • High levels of initiative, accountability, and time management.
  • Ability to work collaboratively across departments and adapt to change with ease.

Why Join Us?

  • Be part of a purpose-driven organisation that values integrity, empathy, and innovation.
  • Work in a supportive environment where your voice is heard and your contributions matter.
  • Enjoy opportunities for professional growth and development.
  • Help shape better outcomes for members, employers, and the broader community.
  • Enjoy the flexibility of hybrid working (50% in-office)

Ready to Make a Difference?

If you're ready to bring your expertise and passion for resolution to a team that values excellence and empathy, apply now and help us turn complaints into catalysts for change.

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