Dispute Resolution Officer

SustainRecruit; Melbourne; Vor Ort; AUD 85.000 - 110.000; Vollzeit

Benefits dieser Stelle

Flexible working environment

Zusammenfassung

SustainRecruit in Melbourne is seeking a Dispute Case Manager to join a leading superannuation fund's complaints and dispute resolution team. You will own a portfolio of complex member complaints and disputes, guiding cases through to resolution with professionalism and empathy.

The role emphasizes investigative accuracy, stakeholder liaison, and clear written responses, with opportunities for long-term career advancement in a supportive team.

Qualifikationen

• Experience handling complaints or disputes within a regulated environment.
• Strong investigative, analytical and problem-solving skills.
• Excellent written communication and stakeholder management.

Aufgaben

• Managing complaints and disputes from initial assessment through to resolution.
• Investigating complex superannuation and insurance-related complaints.
• Liaising with internal stakeholders, insurers and service providers to gather information and progress outcomes.
• Preparing clear, balanced and well-supported written responses.
• Managing escalated matters, including external dispute resolution cases.
• Identifying trends and recommending process improvements to enhance member experience.

Jobbeschreibung

An opportunity to join a leading superannuation fund to recruit a Dispute Case Manager to join their complaints and dispute resolution team

As a Dispute Case Manager, you'll take ownership of a portfolio of complex member complaints and disputes, managing cases through to resolution with professionalism, empathy and sound judgement.

Key responsibilities include:

• Managing complaints and disputes from initial assessment through to resolution
• Investigating complex superannuation and insurance-related complaints
• Liaising with internal stakeholders, insurers and service providers to gather information and progress outcomes
• Preparing clear, balanced and well-supported written responses
• Managing escalated matters, including external dispute resolution cases
• Identifying trends and recommending process improvements to enhance member experience

About You

You’ll bring experience handling complaints or disputes within a regulated environment and be comfortable navigating complex and often sensitive matters.

You’ll also have:

• Strong investigative, analytical and problem-solving skills
• Excellent written communication and stakeholder management capability
• Knowledge of complaint handling frameworks and regulatory obligations
• The ability to manage competing priorities while maintaining a high level of accuracy and attention to detail
• A calm, professional and member-focused approach

What’s on Offer

• Permanent role with long-term career opportunities
• Competitive salary package
• Flexible working environment
• Supportive leadership and collaborative team culture
• Meaningful work that directly impacts member outcomes