Senior Member Resolutions Officer - Administration

AustralianSuper; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

AustralianSuper is seeking a Senior Member Resolution Officer – Administration to lead complex complaint investigations and deliver fair outcomes. You will coach MROs, manage IDR workflows, and collaborate with stakeholders to identify root causes and drive improvements.

You will contribute to governance and risk management while supporting a high-performance, flexible workplace culture at AustralianSuper in Melbourne.

Qualifications

• Experience in dispute resolution and complex complaint management.
• Experience in superannuation administration or related environment (≥3 years).
• Excellent written and verbal communication with strong attention to detail.

Responsibilities

• Manage complex administration IDR complaints and investigate root causes.
• Coach and support MROs with investigation and correspondence.
• Ensure timely completion and compliance with RG271, IDR policies.
• Support governance, risk management and cross-team initiatives.
• Build relationships with internal stakeholders and external partners.

Skills

Dispute resolution

Complex complaint management

Stakeholder management

Coaching

Written and verbal communication

Organisational skills

Autonomous working

Education

Tertiary qualifications in financial services/superannuation or risk management

RG146 accreditation (highly regarded)

Job description

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

As a Senior Member Resolution Officer – Administration, you'll play a key role within our Member Resolutions team, investigating and resolving complex member complaints in a fair, effective and timely manner. This key leadership role will support management by providing coaching and case support to Member Resolution Officers (MROs). You'll work closely with stakeholders across the Fund and external partners to identify root causes, improve member outcomes and drive continuous improvement initiatives.

This is an opportunity to make a genuine impact by improving member experience, challenging the status quo and contributing to enhanced complaint handling processes across AustralianSuper.

Key duties include but are not limited to;

• Manage complex administration IDR complaints.
• Investigate complaints, identify root causes and ensure fair and effective resolution outcomes.
• Coach and support MROs with complaint investigation, letter writing and member interactions
• Monitor and manage complaint workflows to ensure timely completion and adherence to Fund and legislative requirements, including RG271 and the IDR Policy.
• Support Manager by assisting with case quality reviews and case allocation across the team.
• Identify and implement continuous improvement opportunities that enhance member service, efficiency and risk management outcomes.
• Build and maintain strong relationships with internal stakeholders and external partners to achieve the best outcomes for members
• Act as a Subject Matter Expert on working groups and projects while supporting governance, compliance and risk management activities.

What You’ll Need

• Previous experience in dispute resolution and complex complaint management.
• At least three years’ experience in a superannuation administration role or a related environment
• Excellent written and verbal communication skills with strong attention to detail.
• Strong stakeholder management skills with the ability to engage effectively at all levels.
• Experience providing coaching and quality checks preferred
• Excellent organisational skills and the ability to manage competing priorities.
• The ability to work autonomously while contributing to a collaborative team environment.
• Tertiary qualifications in financial services, superannuation or risk management and/or RG146 accreditation will be highly regarded.

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.

Role

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:

https://www.australiansuper.com/careers/candidate-privacy-notice

Agencies 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.