Resolutions Specialist

Australian Retirement Trust; City of Brisbane; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

14% super

Training & development opportunities

Hybrid work model

Office facilities and amenities

Job summary

Australian Retirement Trust is seeking a Resolutions Specialist to join the External Dispute Resolutions team in Brisbane or Melbourne. You will support assessment and resolution of escalated complaints, focusing on matters referred to AFCA, and prepare clear, evidence-based submissions.

You will research complex superannuation and insurance issues, review legislation and fund rules, and work with internal teams to progress actions within the dispute-resolution framework.

Qualifications

• Experience investigating complaints, disputes or other complex customer matters.
• Written communication skills to turn detailed information into clear, logical, well-supported responses.
• Ability to critically assess evidence, identify issues and reach balanced conclusions.
• Knowledge of superannuation, insurance, financial services or another regulated environment, or ability to develop quickly.
• Understanding of external dispute resolution processes, with AFCA experience viewed favourably.
• Organised and resilient, able to manage competing priorities and meet timeframes.
• Sound judgement, integrity and sensitivity when working with members needing support.
• Ability to collaborate with stakeholders to gather information and progress complex matters.
• Knowledge of ASIC Regulatory Guide 271, or ability to build this knowledge quickly.

Responsibilities

• Support the management of external dispute resolution matters referred to AFCA.
• Gather, review and critically analyse information relevant to each dispute.
• Research legislation, regulatory guidance, fund rules and supporting records to assess complex issues.
• Draft clear, concise and well-evidenced submissions and responses to members and AFCA.
• Work with internal teams to obtain information, clarify issues and progress outstanding actions.
• Manage complaints in line with our dispute resolution framework and RG 271 requirements.
• Apply an objective, professional and empathetic approach while balancing member needs, regulator obligations and business risk.
• Communicate dispute outcomes, actions and learnings to stakeholders across the organisation.
• Contribute to complaints administrative processes, reporting and analysis, identifying trends and risks.
• Provide technical support on escalated superannuation and insurance enquiries when required.

Job description

Resolutions Specialist - External Dispute Resolution

Australian Retirement Trust – Brisbane QLD

Take hold of a monster opportunity and join Australian Retirement Trust as our Resolutions Specialist in our External Dispute Resolutions team.

You'll support the management and administration of external dispute resolution matters, researching complex superannuation and insurance issues and preparing clear, accurate and well-evidenced responses for AFCA. It's meaningful specialist work where your analysis, judgement and communication skills will help support fair outcomes for members.

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Resolutions Specialist, you'll support the assessment and resolution of escalated complaints, with a particular focus on matters referred to external dispute resolution.

You'll research complex superannuation and insurance issues, review relevant legislation and fund rules, and bring together the information needed to prepare clear, concise and evidence-based submissions and responses direct to Members as well as the Australian Financial Complaints Authority. Working with teams across the organisation, you'll help ensure each matter is considered carefully, communicated professionally and managed in line with our dispute resolution framework.

This is a hands-on specialist role where you can use your critical thinking, research and written communication skills to support fair and well-reasoned outcomes. You'll also help share insights and learnings from complaints so the broader business can identify risks and improve member experiences, and support the team in the establishing and maintenance of case records

This role is a permanent opportunity and is based in Brisbane or Melbourne

Day to day, you'll:

• Support the management of external dispute resolution matters referred to AFCA.
• Gather, review and critically analyse information relevant to each dispute.
• Research legislation, regulatory guidance, fund rules and supporting records to assess complex issues.
• Draft clear, concise and well-evidenced submissions and responses to members and AFCA.
• Work with internal teams to obtain information, clarify issues and progress outstanding actions.
• Manage complaints in line with our dispute resolution framework and the requirements of ASIC Regulatory Guide 271.
• Apply an objective, professional and empathetic approach while balancing member needs, regulatory obligations and business risk.
• Communicate dispute outcomes, actions and relevant learnings to stakeholders across the organisation.
• Contribute to complaints administrative processes, as well as reporting and analysis, helping identify emerging trends, systemic issues and areas of risk.
• Provide technical support on escalated superannuation and insurance enquiries when required.

  It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
  

  • You have experience investigating complaints, disputes or other complex customer matters.
  • Your written communication skills allow you to turn detailed information into clear, logical and well-supported responses.
  • You can critically assess evidence, identify relevant issues and reach balanced, defensible conclusions.
  • Your knowledge includes superannuation, insurance, financial services or another regulated environment, or you can develop this knowledge quickly.
  • You understand external dispute resolution processes, with exposure to AFCA matters viewed favourably.
  • Your approach is organised and resilient, enabling you to manage competing priorities and meet required timeframes.
  • You bring sound judgement, integrity and appropriate sensitivity when working with members who may require additional support.
  • You're comfortable collaborating with a range of stakeholders to gather information and progress complex matters.
  • You have knowledge of ASIC Regulatory Guide 271, or the ability to build this knowledge quickly.
  • You're committed to contributing positively within a collaborative, high-volume environment.

    Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

    Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust.

    We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

    Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

• You'll get 14% super as standard, to help your future come alive.
• Unleash your potential and build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.

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