Early Resolutions Officer

Australian Super; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

AustralianSuper is seeking an Early Resolutions Officer for a 12-month fixed-term role in Melbourne. Reporting to the Manager, Early Resolutions, you will handle new complaints by phone, resolve non-complex IDR issues, and respond to inquiries from surveys and social media, while supporting case allocation and adherence to regulatory requirements.

You will work closely with the Member Resolutions Team to improve member experience and service quality, maintaining strong stakeholder relationships

Qualifications

• > At least two years’ experience in superannuation, life insurance or a related role.
• < Strong written and verbal communication skills.
• < Attention to detail and organisational skills; ability to prioritise tasks.
• < Collaborative, results-oriented approach to delivering outcomes.
• < RG 146 accreditation desirable and to be attained if not held.

Responsibilities

• Take details of new complaints transferred by phone from the contact centre.
• Resolve non-complex administration IDR complaints.
• Respond to complainants identified through member surveys and social media via outbound calls.
• Triage and refer administration tasks relating to new complaints.
• Assist with case allocation across the Member Resolutions Team.
• Deliver activities in accordance with legislative and Fund requirements, including RG 271 and the Complaint Management Policy.
• Identify continuous improvement opportunities to enhance member service, efficiency or reduce risk.
• Maintain strong working relationships with internal colleagues and external third parties.

Skills

Superannuation experience

Customer service

Verbal & written communication

MS Word / Excel / Outlook

RG 146 desirable

Stakeholder management

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role (12-month fixed term)

Reporting to the Manager, Early Resolutions, the Early Resolutions Officer is part of the Member Resolutions Team within the broader Member Sentiment Team. This primarily phone-based role is responsible for identifying and allocating escalations and resolving non-complex complaints in a timely manner, in accordance with Fund and regulatory requirements.

You will also escape complex matters and matters that may attract media or stakeholder attention, while working collaboratively to improve member experience, service and engagement.

Key duties include but are not limited to;

• Take details of new complaints transferred by phone from the contact centre.
• Resolve non-complex administration IDR complaints.
• Respond to complainants identified through member surveys and social media via outbound calls.
• Triage and refer administration tasks relating to new complaints.
• Assist with case allocation across the Member Resolutions Team.
• Deliver activities in accordance with legislative and Fund requirements, including RG 271 and the Complaint Management Policy.
• Identify continuous improvement opportunities that enhance member service, improve efficiency or reduce risk to the Fund.
• Maintain strong working relationships with internal colleagues and external third parties.

What You'll Need

• At least two years’ experience in superannuation, life insurance or a related role.
• Previous experience in customer service or dispute resolution.
• Excellent written and verbal communication skills.
• High attention to detail and strong organisational skills, with the ability to prioritise and manage a range of tasks.
• Good stakeholder management and interpersonal skills, with the ability to engage effectively at all levels and foster teamwork.
• An intermediate working knowledge of Microsoft Word, Excel, Outlook and other Microsoft applications.
• A collaborative, results-oriented approach to delivering excellent outcomes.
• RG 146 accreditation is desirable and will need to be attained if not already held.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy:
******************************************************************************* please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.