Phone-Based Member Resolutions Specialist (12-month FTC)

Australian Super; Melbourne; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

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

Formación

• > 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.

Responsabilidades

• 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.

Conocimientos

Superannuation experience

Customer service

Verbal & written communication

MS Word / Excel / Outlook

RG 146 desirable

Stakeholder management

Herramientas

Microsoft Word

Microsoft Excel

Microsoft Outlook

Descripción del empleo

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