Member Resolutions Officer - Administration at AustralianSuper

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Management, Dispute Resolution, Superannuation Administration, Investigation, Root Cause Analysis, Stakeholder Management, Relationship Building, Problem Solving, Sound Judgement, Continuous Improvement, Written Communication, Verbal Communication, Attention To Detail, Organisational Skills, Priority Management, RG 146 Accreditation

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 As a Member Resolution Officer – Administration, on a 12-month contract, you will play an important role in ensuring member complaints are resolved in a fair, effective and timely manner, in line with Fund policies and regulatory requirements. Reporting to the Manager, Member Resolutions, you will be part of the Member Resolution Team within the broader Service Delivery function. This role is responsible for investigating complaints, identifying root causes and contributing to improved processes, outcomes and member experience. You will work autonomously while also collaborating closely with colleagues and external partners, bringing strong problem‑solving skills, sound judgement and a continuous improvement mindset. Duties and Responsibilities include but are not limited to * Manage administration‑related IDR complaints from investigation through to resolution * Identify root causes of complaints and recommend appropriate outcomes * Monitor and manage your work queue to ensure timely, high‑quality resolution of complaints * Ensure all complaint handling activities comply with legislative and Fund requirements, including RG 271 and the IDR Policy * Support accurate reporting of complaint‑related incidents and breaches * Identify opportunities for continuous improvement to enhance member experience, efficiency and risk management * Maintain strong working relationships with internal stakeholders and external third‑party providers * Support and promote a culture focused on fair outcomes and member advocacy What You’ll Need * At least 3 years’ experience in a superannuation administration or related role * Previous experience in complaint management or dispute resolution * Strong written and verbal communication skills with high attention to detail * Ability to analyse issues, apply judgement and make sound recommendations * Strong stakeholder management and relationship‑building skills * Ability to work autonomously while contributing positively to a collaborative team environment * Strong organisational skills with the ability to manage competing priorities * RG 146 accreditation 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 [https://mcas-proxyweb.mcas.ms/certificate-checker?login=false&originalUrl=https://www.australiansuper.com.mcas.ms/careers/candidate-privacy-notice?McasTsid=20892&McasCSRF=e015018d80db77b71e2ce8371cb84680b28e47595fffb22bc018867df9f45b89] 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.

Responsibilities

The Member Resolution Officer will manage administration-related IDR complaints from investigation through to resolution, identifying root causes and recommending appropriate outcomes. Duties also include monitoring the work queue to ensure timely, high-quality complaint resolution and ensuring compliance with legislative requirements like RG 271.