Resolutions officer

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 focus of this role is on early resolution and member experience rather than complex complaint investigations or formal dispute management with an emphasis on providing a positive member experience.

About the role

You'll manage a portfolio of member matters, working proactively to resolve straightforward issues before they escape. Success in this role comes from strong communication skills, sound judgement, and the ability to confidently engage with members over the phone to achieve positive outcomes.

Key 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.

About you

• Prior experience working within the superannuation industry is essential.
• Previous experience in member services, complaints, resolutions or a similar customer-focused environment.
• Strong phone-based customer service skills and confidence managing sensitive conversations.
• A natural problem solver with a solutions-focused mindset.
• Excellent written communication and attention to detail.
• Experience using Salesforce or a similar CRM system is highly regarded.
• Knowledge of ASIC RG271 or complaints handling is advantageous but not essential.

What's on offer

• 3-6 month contract with potential for extension.
• $40-$45 per hour + super, depending on experience.
• Hybrid working arrangement based in Melbourne CBD.
• Join a collaborative team within a respected superannuation organisation.
• Immediate start available

Please note: Due to the timeline of this opportunity, applicants must be available to commence within 2 weeks of offer.

If you're an experienced superannuation professional who enjoys speaking with members, resolving issues, and delivering great service, we'd love to hear from you.