Early-Resolution Member Experience Specialist

Sharp & Carter; Melbourne; Hybrid; AUD 55,000 - 62,000; Part time

Benefits offered by this job

Hybrid work model in Melbourne CBD

Immediate start available

3–6 month contract

Job summary

We're partnering with a well-established Australian superannuation organisation to recruit an experienced Resolutions Officer for an immediate temp opportunity. The role emphasizes early resolution and delivering a positive member experience over formal dispute investigations.

You will manage a portfolio of member enquiries, contact members by phone to understand concerns, and prepare clear written correspondence, while maintaining accurate CRM case notes and collaborating with internal teams.

Qualifications

• Prior experience in the superannuation industry is essential.
• Experience in member services, complaints, resolutions or similar customer-focused environment.
• Strong phone-based customer service skills and confidence handling sensitive conversations.
• Excellent written communication and attention to detail.
• Knowledge of ASIC RG271 or complaints handling advantageous but not essential.
• Experience using Salesforce or similar CRM is highly regarded.

Responsibilities

• Manage a portfolio of member enquiries and complaints with a focus on early resolution.
• Contact members by phone to understand concerns, provide updates and work towards timely resolutions.
• Prepare clear and professional written correspondence.
• Liaise with internal stakeholders to resolve issues efficiently.
• Maintain accurate case notes and documentation within the CRM.
• Deliver an exceptional member experience through empathetic and solution-focused communication.

Skills

Communication

Phone support

Problem solving

Attention to detail

Customer service

Salesforce

Tools

Salesforce

Job description

We're partnering with a well-established Australian superannuation organisation to recruit an experienced Resolutions Officer for an immediate temp opportunity. The role emphasizes early resolution and delivering a positive member experience over formal dispute investigations.

You will manage a portfolio of member enquiries, contact members by phone to understand concerns, and prepare clear written correspondence, while maintaining accurate CRM case notes and collaborating with internal teams.