Dispute Resolution Representatives | 12 Month Max Term Contracts | Multiple at HESTA Super Fund

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Feb, 26

Salary

0.0

Posted On

09 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Resolution, Claims Management, Insurance Administration, Investigation Facilitation, Root Cause Analysis, Policy Interpretation, Critical Thinking, Decision Making, Team Collaboration, Empathy, Microsoft Office Skills, Law, Dispute Resolution

Industry

Financial Services

Description

Careers with Impact More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world. HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members – and we are proud to serve them. Bring your authentic and passionate self to this exceptional role #careerswithimpact What You’ll Do As a Dispute Resolution Representative, you are responsible for ensuring the fair, effective and timely resolution of complaints, in accordance with Fund and regulatory requirements. Reporting into the Member Care Manager, you will be required to manage your own caseload of external dispute resolution (EDR) cases and oversee internal dispute resolution (IDR) complaints. Undertaking detailed investigations and analysis of complex issues in relation to a broad range of complaints will be part of your day-to-day responsibilities. This role will require you to engage with complainants and other external parties (including External Dispute Resolution Schemes) to ensure the efficient and fair resolution of complaints, complying with the Fund complaints framework and regulatory requirements. At all times, you will be expected to act in the best interests of members and their beneficiaries. What You’ll Bring Proven experience in a complaint resolution, claims/case management or insurance/claim administration role — ideally within superannuation or insurance. Experience facilitating investigations, researching root cause and responding to external dispute resolution bodies. Demonstrated ability to understand and interpret policies underpinned by strong technical knowledge, experience in drafting detailed and comprehensive findings and responses to complainants. Ability to think critically and make logical decisions, and to work autonomously and cohesively in a team environment. Ability to engage, build rapport and display empathy with complainants to provide them with comfort and understanding throughout the complaints process is critical. Intermediate–advanced Microsoft Office skills. Qualifications in Law, dispute resolution or a related discipline will be highly regarded. If you’re ready to apply your dispute resolution expertise in a role with purpose — we’d love to hear from you. Benefits that matter and make a difference for our employees  Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).  Your professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.  Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.  Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.  We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.   We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.   Please note: Applications via recruitment agencies will not be accepted for this position.  

Responsibilities

As a Dispute Resolution Representative, you will ensure the fair and timely resolution of complaints in accordance with Fund and regulatory requirements. You will manage your own caseload of external dispute resolution cases and oversee internal complaints, engaging with complainants and external parties throughout the process.