Early-Resolution Member Services Specialist

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

Benefits offered by this job

Hybrid working arrangement

Immediate start

Job summary

Sharp and Carter is seeking an experienced Resolutions Officer for an immediate temporary assignment in Melbourne. The role focuses on early resolution and delivering a positive member experience within the superannuation sector.

You will manage a portfolio of member matters, contact members by phone, and liaise with internal teams to resolve issues promptly. Strong communication and problem-solving skills are essential.

Qualifications

• Experience in the superannuation industry is essential.
• Experience in member services, complaints or resolutions.
• Strong phone-based communication and handling sensitive conversations.
• Solutions-focused mindset and proactive approach.
• Excellent written communication and attention to detail.
• Salesforce (or similar CRM) experience is highly regarded.
• Knowledge of ASIC RG271 or complaints handling is advantageous but not essential.

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 ensure member issues are resolved efficiently.
• Maintain accurate case notes and documentation within CRM systems.
• Deliver an exceptional member experience through empathetic and solution-focused communication.

Skills

Phone support

Customer service

Problem solving

Written communication

Attention to detail

Tools

Salesforce

Job description

Sharp and Carter is seeking an experienced Resolutions Officer for an immediate temporary assignment in Melbourne. The role focuses on early resolution and delivering a positive member experience within the superannuation sector.

You will manage a portfolio of member matters, contact members by phone, and liaise with internal teams to resolve issues promptly. Strong communication and problem-solving skills are essential.