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Advice Complaints Consultant

4 months ago

Melbourne, Australia UniSuper Full time

About US
UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia’s leading industry super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members.

We are recognised for our performance excellence as we strive to deliver exceptional retirements for our members, and our growth means opportunity to grow with us. 

Come be a part of our passionate Complaints team and make a difference with UniSuper.

The opportunity
UniSuper’s Member and Advice (M&A) business unit unites all customer-facing teams with the goal of consistently delivering a high-quality end-to-end service and advice experience. As the Advice Complaints Consultant you will be responsible for responding to complaints about UniSuper’s general, select, and comprehensive advice. 

You will confidently communicate significant changes/outcomes or news to members &/or claimants, manage complaints within the regulatory requirements and timeframes, and help contribute to the ongoing improvement of complaint handling within UniSuper.

Key responsibilities include:

  • End-to-end case management of a portfolio of advice complaints supporting our internal Advice function, as well as our external Financial Advise partners 
    • In addition to advice complaints, you will also manage a number of general Product & Service complaints when advice complaint numbers are low
  • Producing Financial Advice complaints reports to key stakeholders 
  • Conducting thorough investigations swiftly without sacrificing resolution quality
  • Crafting and delivering messages with clarity and empathy, managing multiple unique cases simultaneously
  • Developing precise, high-quality communications for members, considering all potential solutions, and maintaining a positive member experience

About you
We’re looking for a Case Manager ideally with complaints handling and/or financial advice experience, an understanding of financial advice products and a strong commitment to customer care. You will have exceptional written communication skills as this role requires you to respond to complaints in writing. 

In this role, you’ll navigate sensitive environments, communicate tailored messages to members, and creatively resolve issues with minimal supervision. Your empathy and communication skills will be key in protecting both our members and UniSuper. In addition, you will possess the following:

  • Ability to work within a sensitive environment, understanding the issues that can arise and importantly how to communicate and tailor these messages to members
  • Strong case management, investigative skills and problem-solving techniques
  • Aptitude to work with minimal supervision and capability in creatively exploring outcomes that will minimise the impact on the member, whilst also protecting UniSuper
  • High empathy skills and a commitment to delivering genuine Customer Care
  • Ability to effectively communicate with stakeholders to enable the development of solutions

The US way 
UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

  • 3 days over Christmas and 3 days 'Community, Culture & Wellbeing' leave 
  • The opportunity to choose between 17% and 11.5% superannuation
  • $1,500 personal development budget 

It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements.

Think Great. Create Great.