ABOUT US

Our 2.4 million members trust us to take care of over $330 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.

ABOUT THE ROLE

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 Senior Resolutions Specialist, you will manage disputes against Australian Retirement Trust (ART) with the Australian Financial Complaints Authority (AFCA), including preparing advice and recommendations to support resolution. This role is crucial in assisting ART to fulfill its dispute resolution obligations.

Day to day, you’ll:

• Represent ART in the external dispute resolution (EDR) process, including participating in conciliation conferences with AFCA and engaging stakeholders as required.
• Manage and resolve complex complaints in line with ART’s Dispute Resolution framework.
• Demonstrate critical thinking and application of an objective, outcome-focussed approach to EDR management while managing risk and being sensitive to members’ needs and expectations.
• Perform detailed analysis of AFCA complaints with the view to identifying opportunities for process improvement.
• Engage with relevant business areas to communicate outcomes and learnings in relation to external disputes.
• Support your team members as required.

This role is a 12-month max-term opportunity.