Dispute Resolutions Officer - Administration at AustralianSuper

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Dispute Resolution, Complaint Management, Superannuation Administration, Investigation Skills, Analytical Skills, Communication Skills, Problem-Solving, Organizational Skills, Critical Thinking, Attention to Detail

Industry

Financial Services

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 Reporting to the Manager, Dispute Resolutions, the Dispute Resolution Officer - Administration is a key role in the Member Resolutions Team,responsible for ensuring fair, effective and timely resolution of complaints in accordance with Fund and regulatory requirements, whilst driving a strong member first culture. You will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. You will have good problem-solving skills and will make recommendations that will help facilitate improved member experience, service, or engagement. Key duties include but are not limited to: Responsible for your own caseload of External Dispute Resolution (EDR) disputes and other complaint related activity. Liaise with EDR Schemes to ensure fair and timely outcomes. Have exposure to a diverse range of complaints about policy, products, and service with a primary focus on Administration type complaints (complaints covering all aspects of Superannuation). Contribute to the development of continuous improvement and improvement of knowledge and processes pertaining to complaint resolution. Responsible for managing the end-to-end process for a broad range of EDR disputes. Complaints require detailed and sometimes technical interpretation and application of multiple forms of superannuation legislation, rules, and policies. Undertake detailed investigations and analysis of complaints and sometimes complex issues in relation to a broad range of complaints. Assess and review materials to ensure all relevant information is organised and clearly summarised for the EDR scheme. What you’ll need At least 5 years’ experience in Superannuation administration. Proven experience in dispute resolution and complex complaint management (prior EDR experience preferred). Tertiary qualifications or suitable industry experience and/or qualifications. RG 146 accreditation (or willingness to obtain). Excellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to EDR Schemes and complainants. Well-developed investigation and analytical skills. Able to work diligently, efficiently and pay close attention to detail. Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position. Demonstrated ability to think critically and make logical decisions. Ability to work autonomously and pro-actively to meet deadlines. 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. What’s Next Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results. 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 Australian or New Zealand citizenship or Australian permanent residency status is required. 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. The AustralianSuper Story As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make goes back into the fund. We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.

Responsibilities

The Dispute Resolution Officer is responsible for managing a caseload of External Dispute Resolution disputes and ensuring timely resolution of complaints. This role involves liaising with EDR Schemes and contributing to process improvements in complaint resolution.