Complaints Manager

1 day ago

Melbourne, Victoria, 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 have been in operation for many years and combined provide trustee services to approximately 24 APRA regulated superannuation funds with in excess of $8 billion of assets under management. The group holds significant market share amongst Extended Public Offer licensees, making it the largest EPO Licensee in Australia by number of funds.

Our model is differentiated in the Australian marketplace as our fundamental approach is to 'partner' with client organisations to achieve successful outcomes. We strive to be innovative and proactive in assisting clients achieve their objectives and commercial outcomes, while at the same time placing an emphasis on compliance and 'best practice' corporate governance.

**The Role**:
The role will work with the Trustee's Service Providers and internal stakeholders to investigate complaints in line with the Trustees Policies and Procedures and coordinate appropriate responses. Oversee a robust and transparent complaints process resulting in a respectful and satisfactory member experience through to resolution of each complaint.

Some of the key Operational tasks involved may include:

- Act as the Diversa Trustees Limited and CCSL Complaints officer
- Identify any complaint trends and permanent corrective actions. Based on observations and experience make recommendations to reduce business risk and eliminate repeat activity.
- Ensure all complaint related matters are actioned in line with trustee policy, procedures and legislated timeframes
- Monitor Service Providers and identify any gaps in the complaints process that is not in line with acting in members best interests
- Ensure all complaints data recorded on the internal systems is consistent and accurate, and complaints are only closed out after all required information relating to the complaint has been accurately captured
- Support best practice initiatives, investigating processes and seeking feedback to continually improve practices and procedures
- Manage and oversee complaint workflow for the Trustee, allocating tasks and requests as required

**Requirements**:

- Tertiary qualification or industry accreditation in finance, superannuation, para-legal disciplines;
- Excellent written and verbal communication skills;
- At least 5 years' experience in managing financial services complaints, preferably related to Superannuation
- Thorough and demonstratable knowledge of RG 271
- ASFA qualification or equivalent
- Capacity to interrogate complaint data and identify trends
- Ability to write reports for management
- Interpersonal and influencing skills

**Benefits**

**Our Culture & Benefits**

We're proud of our culture. We take a holistic approach to work and life and provide opportunities for all employees to achieve their professional goals while meeting their personal needs.

We value collaboration, teamwork and diversity and understand that through flexibility our employees can achieve their best

We offer an attractive remuneration package commensurate with skills and experience. You will have the opportunity to work in a professional, supportive and friendly work environment in our new CBD office as well as from home.

If this ticks your boxes we want to hear from you

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