Complaints & Rights Enquiries Advisor (Melbourne)

Victims of Crime Commissioner; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

FlexiWorks – office and home

Purchased Leave

Parental Leave

Volunteer Leave

Well-being leave

Job summary

The Complaints Officer, MRT Support role at MUFG Pension & Market Services is based in Melbourne CBD and forms a key operational link between administration teams handling complaint-related requests. Responsibilities include triaging, allocating, monitoring progress and providing clear trustee updates to ensure timely resolution and continuous improvement.

Experience in superannuation administration or complaint handling within a regulated environment is preferred, with strong organisational and

Qualifications

• Experience in superannuation administration, complaint handling or dispute resolution in financial services or a regulated industry.
• Strong written and verbal communication with clear updates to stakeholders.
• Ability to manage multiple tasks, prioritise and meet SLA targets.
• Proactive, accountable and continuous-improvement mindset.
• Well-developed stakeholder engagement across operational teams.

Responsibilities

• Triage and allocate complaint-related requests to MUFG administration teams.
• Monitor progress against SLA timeframes and follow up with stakeholders.
• Coordinate work across teams and support investigations with relevant information.
• Review work for accuracy before returning outcomes to Trustees.
• Provide clear updates on resolution status and required actions.
• Maintain accurate complaint records and data across internal systems.
• Escalate barriers and emerging issues to the Team Leader promptly.

Skills

Organisational skills

Time management

Stakeholder engagement

Analytical thinking

Written and verbal comms

Education

Tertiary qualifications in Business or related

ASFA RG 146 Superannuation qualification or equivalent

Job description

The Complaints Officer, MRT Support role at MUFG Pension & Market Services is based in Melbourne CBD and forms a key operational link between administration teams handling complaint-related requests. Responsibilities include triaging, allocating, monitoring progress and providing clear trustee updates to ensure timely resolution and continuous improvement.

Experience in superannuation administration or complaint handling within a regulated environment is preferred, with strong organisational and