Senior Member Resolutions Officer - Administration

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.

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.

Your New Role

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.

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

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.