Complaints Officer

5 days ago

Sydney, New South Wales, Australia Hawksworth Full time

Complaints Officer | Superannuation Services | Financial Services
- Initial 4 week contract with a view to be extended | Excellent daily rates
- Sydney or Melbourne

Hawksworth have partnered with a major Financial to on-board a
**Complaints Officer**. This is an
**initial 4 week contract with a view to be extended.** The role could be based in
**Sydney or Melbourne**

This role is responsible for the management of complaints in accordance with legislative and contractual requirements for clients. The Complaints Officer is required to manage the complaint from notification to resolution and communicate with internal and external stakeholders, such as Client's Trustees, Client Service Managers, Risk and Compliance Team and Legal Counsel.

The primary function of the role is to research and analyse facts and information, to formulate strategies to facilitate a resolution.

**Responsibilities**:
**Complaints Management**
1) Perform investigations to determine the factors that contributed to the complaint and proposed resolution.

2) Identify and agree rectification activities and drive through to implementation.

3) Management and resolution of all cases within agreed service standards including preparation of formal response letters to members and the SCT.

4) Facilitate the collation of documentation for cases within agreed service standards.

5) Direct liaison with the Trustee for all cases in progress.

6) Act as liaison between Legal Counsel, Client Services, and the Trustee on all cases in progress.

7) Raise incidents on Scout where an incident is identified and work closely with the incident officer to support resolution of the item as it relates to the complaint response.

**Data Quality & Compliance**
8) Record all complaint information in systems and folders as per prescribed processes

9) Maintain integrity of data to aid in accurate, complete and timely provision of reports to internal and external stakeholders

**Knowledge, skills and abilities**:

- Tertiary qualification
- RG146 compliant

**Experience**
- 3 to 5 years' experience in corporate superannuation preferred
- Experience in an operations compliance environment

**Knowledge and skills **(general and technical)
- Strong knowledge of superannuation legislative and operational requirements
- Demonstrated analytical skills/problem solving skills
- Demonstrated communication skills including presentation, report writing and negotiation skills
- Ability to prioritise and manage multiple projects in a demanding work environment
- Ability to work independently and in a team environment without supervision.

Only Australian Citizens or Permanent Residents will be considered

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