Complaints & Resolution Specialist

Link Group; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid work

Purchased leave

Parental leave

Volunteer leave

Gender transition leave

Employee recognition program

Learning & development

Employee discounts (Bupa, Microsoft)

Novated car leasing

Job summary

MUFG Pension & Market Services in Melbourne is seeking a Complaints & Resolution Specialist to investigate, resolve and respond to escalated customer complaints within set timeframes. The role identifies trends and contributes to process improvements to enhance member and employer experiences.

The permanent, Melbourne-based role strives to reduce complaint volumes and ensure high-quality outcomes while working within a hybrid model that supports flexible arrangements.

Qualifications

• Experience handling complaints in superannuation or financial services.
• Excellent written and verbal communication skills.
• Strong file management and organisational abilities.
• Continuous improvement mindset with risk awareness.
• Ability to work with stakeholders across the organisation.

Responsibilities

• Provide end-to-end customer experience via phone, in-person and written communications.
• Empathetically listen to complaints and act promptly to resolve.
• Provide high-quality written responses to all complaints.
• Review files, identify gaps and request information to progress.
• Ensure SLAs and legislative timeframes are met and drive service improvement.

Skills

Complaints handling

Superannuation knowledge

Communication skills

Analytical thinking

Problem solving

Attention to detail

Job description

Overview

As a Complaints & Resolution Specialist, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of the Trustee Offices. You will be responsible for achievement of organisational, client and team targets within set timelines ensuring standards are maintained.

The role identifies systemic and material issues and contributes to operational process improvements in order to drive improved member and employer experiences and to ultimately reduce complaint volumes.

• Permanent role
• Melbourne based

Key Accountabilities and Main Responsibilities

• Provide a superior end-to-end customer experience via telephone, face to face and through written communications
• Empathetically listen to the customer’s complaints and act promptly to resolve
• Provide high-quality written responses to all complaints including client, employer and member complaints
• Reviewing files, identifying gaps and requesting further information in order to progress, finalise complaints
• Achievement of organisational, client and team targets within SLA and Legislative timeframes
• Identify and report on trends and opportunities to improve customer experience Identify continuous improvement opportunities in relation to complaints handling function and broader knowledge management across MUFG Retirement Solutions Fund Administration
• Identify and escalates high net worth or media complaints to mitigate risks
• Report all non-compliance with policy or procedures
• Ensure complaints and correspondence are accurately captured, and authorised policies and procedures are adopted for triage, resolution and escalation to ensure all timeframes for complaints are met, while building a culture that embraces complaints as an opportunity to continually improve services and products
• Ensure service standards are met and maintained across the team, meeting commitments and delivering results to a high-quality standard
• Interpret complex policies, product information and procedures to determine suitable actions and responses
• Provide information to support EDR investigation and conciliation conferences (as requested)
• Participation in MUFG Retirement Solutions and Trustee Office forums (as required) related to complaints reporting, trend analysis, operational process improvements and preventative actions
• Exercise judgement and make recommendations related to complaints management and resolution to facilitate informed decision making and to drive service improvements

Experience & Personal Attributes

• Complaints experience and Superannuation knowledge is essential
• Excellent written and verbal communication skills
• Excellent file management skills and the ability to take responsibility to ensure work is completed
• Continuous improvement focus, with the ability to identify risk, cost efficiencies and business improvements
• Strong analytical and problem-solving skills and the ability to express complex responses in a logical and easy to understand way
• Ability to articulate and explain outcomes and recommendations clearly and rationally
• Displays initiative, particularly when problem-solving and making pragmatic decisions
• High level of motivation, innovation and initiative in line with MUFG Pensions & Market Services objectives
• Exceptional attention to detail, time management and organisational skills
• Commercial, risk aware and outcomes focused
• Ability to work across MUFG Pensions & Market Services organisational boundaries and build strong working relationships with key stakeholders
• Ability to be deal with ambiguity and change in role direction and focus when required to support the business need
• Solve complex issues and engage appropriate stakeholders as required

Why Join MUFG Pension & Market Services? Some of our Employment Benefits

• Flexible Working – hybrid model enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender Transition Leave, Well-being Leave
• Employee Recognition Program to recognise people who are demonstrating our values and company purpose
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development opportunities, including educational assistance support
• Employee discounts – access discounted rates and offers from a variety of providers including Bupa and Microsoft
• Novated Car Leasing

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported.

We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.