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Dispute Resolution Officer - Admin

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AustralianSuper

11d ago

  • Job
    Full-time
    Senior Level
  • Government & Politics
    Legal
  • Melbourne

AI generated summary

  • You need 5+ years in superannuation, dispute resolution experience, RG146 or willingness to obtain, strong communication and analytical skills, and a solutions-oriented mindset.
  • You will manage EDR disputes, conduct detailed investigations, liaise for fair outcomes, produce complaint responses, maintain registers, and support management as needed.

Requirements

  • · At least 5 years’ experience in superannuation.
  • · Proven experience in dispute resolution and complex complaint management.
  • · RG146 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.
  • · Should be highly solutions oriented.
  • · Australian or New Zealand citizenship or Australian permanent residency status is required.

Responsibilities

  • Responsible for managing the end-to-end process for a broad range of EDR disputes.
  • Undertake detailed investigations and analysis of complaints and complex issues in relation to a broad range of topics. Assess and review materials to ensure all relevant information is organised and well summarised for the EDR scheme.
  • Liaise with the EDR Scheme to ensure fair and timely outcomes.
  • Produce clear, concise, and considered complaint responses.
  • Maintain accurate and up-to-date information in registers and databases to facilitate the provision of accurate reporting and information to the business.
  • Maintain strong working relationships with internal staff and external third parties.
  • Other activities as required to support and assist both the Dispute Resolution Manager and the Senior Manager Dispute Resolution.

FAQs

What is the primary role of a Dispute Resolution Officer at AustralianSuper?

The primary role is to manage the end-to-end process for a broad range of external dispute resolution (EDR) disputes, ensuring fair and effective resolutions for members in accordance with Fund and regulatory standards.

What qualifications are required for this position?

Candidates need at least 5 years of experience in superannuation, proven experience in dispute resolution and complex complaint management, and RG146 accreditation or a willingness to obtain it.

What are the key skills needed for this role?

Key skills include excellent written and verbal communication, well-developed investigation and analytical skills, attention to detail, strong organisational abilities, critical thinking, and a solutions-oriented mindset.

Will I need to work with external parties?

Yes, you will liaise with complainants, external parties, and the Australian Financial Complaints Authority to ensure fair and timely outcomes for complaints.

What kind of environment does AustralianSuper promote for its employees?

AustralianSuper promotes a blended working environment that supports flexibility, ongoing learning, and development, and celebrates diversity and inclusion.

Is Australian or New Zealand citizenship required for this role?

Yes, Australian or New Zealand citizenship or Australian permanent residency status is required for this position.

How does AustralianSuper support its employees’ development?

AustralianSuper is committed to colleague development through ongoing learning, coaching, training, and offering career opportunities within the expanding global organisation.

What are the duties of the Dispute Resolution Officer?

Duties include managing EDR disputes, conducting investigations, producing complaint responses, maintaining accurate records, and supporting the Dispute Resolution Manager and Senior Manager.

Is there an emphasis on teamwork in this role?

Yes, maintaining strong working relationships with internal staff and external parties is essential in this role to facilitate effective dispute resolution.

Can I apply for this role if I don’t have RG146 accreditation yet?

Yes, you can apply if you are willing to obtain RG146 accreditation.

What kind of culture does AustralianSuper value?

AustralianSuper values a member-first culture, energy, integrity, generosity of spirit, and excellent outcomes.

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AustralianSuper

As Australia’s largest superannuation fund, we’re here to help members achieve their best possible retirement outcome.

Finance
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

AustralianSuper is for everyday Australians and businesses; we help invest members’ money to create the best possible retirement outcomes for members. More than 3 million members and 440,000 businesses trust us to invest more than AU$270 billion on their behalf. One in 8 working Australians are a member of AustralianSuper, the nation’s largest superannuation fund. Our size has given us the ability to leverage significant investment opportunities for long term performance and low fees that are passed on to our members. With services and advice that simplify super for business including a free clearing house, secure online transactions, dedicated relationship managers, education and help. It’s easy to see why we’ve been a top performing fund. ----------------------------------------------------------------------------------------- AustralianSuper is not responsible for other user's comments. We reserve the right to delete any comments that are not in line with our community standards. ______________________________________________________________________________________ Investment returns are not guaranteed. Past performance is not a reliable indicator of future returns. Reference to any awards and ratings are only one factor to be taken into account when choosing a super fund. The information posted by AustralianSuper may be general financial advice which doesn’t take into account your personal objectives, situation or needs. Before making a decision about AustralianSuper, you should think about your financial requirements and refer to the relevant Product Disclosure Statement, available at australiansuper.com/pds or by calling 1300 300 273. AustralianSuper Pty Ltd ABN 94 006 457 987, AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898.