Complaints Resolution Officer

2 days ago

Melbourne, Victoria, Australia Cbus Super Fund Full time $80,000 - $120,000 per year

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 the role

The Complaints Resolution Officer (CRO) at Cbus plays a pivotal role in managing and resolving complaints in line with ASIC's RG271 guidelines, ensuring best practice standards are upheld. The role involves building strong relationships with internal and external stakeholders, managing a portfolio of complaints including those referred by AFCA and delivering empathetic, clear and fair communication to complainants. You will proactively resolve issues, apply sound judgement under the Error Rectification Policy, and contribute to continuous improvement by identifying complaint trends and recommending process enhancement to reduce future complaints.

Key Accountabilities

  • Build and maintain strong relationships with internal and external stakeholders through clear and proactive communication
  • Manage a portfolio of Internal Dispute Resolution (IDR) and AFCA complaints, aiming for early and efficient resolution
  • Apply best practice complaint handling aligned with ASIC's RG271 and Cbus standards
  • Communicate empathetically with complainants, providing clear explanations and personalised support
  • Identify complaint trends and contribute to process improvements to reduce future complaints

What will you bring?

  • Experience in a similar Complaints Resolution Officer or Dispute Resolution Officer in Superannuation, Financial Services, Insurance or a similar industry
  • Strong analytical and investigation skills, including root cause analysis and clear communication of findings
  • Proven ability to simplify complex superannuation concepts for diverse audiences and delivery high quality written and verbal communication
  • Demonstrated strong stakeholder relationship management, resilience and a commitment to exceptional service and complaint resolution
  • Strong technical knowledge and understanding of relevant legislation and RG271
  • Passionate about working in a fast paced, member facing environment
  • Outstanding organisational, time management and prioritisation skills

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.

We're keen to hear from you

If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website,

Applications Close: 8 September 2025

This is a full time-position based in Melbourne

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.

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