MRT Complaints & Operations Specialist

Link Group; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

FlexiWorks – office/home balance

Purchased Leave

Volunteer Leave

Learning & Development

Job summary

MUFG Pension & Market Services in Melbourne seeks a Complaints Officer to manage end-to-end complaint administration, triaging requests and coordinating across teams to meet service levels. The role supports escalation, risk management and continuous improvement across the complaints process.

The ideal candidate has experience in superannuation administration or dispute resolution, strong organizational skills and excellent communication to provide clear updates to stakeholders.

Qualifications

• Experience in superannuation administration or dispute resolution in financial services or a regulated industry.
• High attention to detail and a focus on quality outcomes.
• Strong written and verbal communication with ability to provide clear updates.
• Well-developed stakeholder engagement across operational teams.
• Analytical and problem-solving skills to identify trends and improvements.

Responsibilities

• Triage and allocate complaint-related administrative requests to MUFG administration teams.
• Monitor and drive work through to completion within SLA timeframes.
• Coordinate across operational teams and support investigation requests with relevant information.
• Review completed work for accuracy, completeness and alignment with requests.
• Provide updates to the Trustee including outcomes and required actions.
• Coordinate with business units to ensure actions are completed and concerns addressed.
• Maintain accurate complaint records and case notes in internal systems.

Skills

Superannuation knowledge

Complaint handling

Dispute resolution

Regulatory knowledge

Time management

Attention to detail

Communication skills

Stakeholder engagement

Analytical skills

Problem solving

Continuous improvement

Education

Bachelors degree in Business or related

ASFA RG 146 qualification

Job description

MUFG Pension & Market Services in Melbourne seeks a Complaints Officer to manage end-to-end complaint administration, triaging requests and coordinating across teams to meet service levels. The role supports escalation, risk management and continuous improvement across the complaints process.

The ideal candidate has experience in superannuation administration or dispute resolution, strong organizational skills and excellent communication to provide clear updates to stakeholders.