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Member Resolution Officer - Administration

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AustralianSuper

4d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • Melbourne

AI generated summary

  • You need 3+ years in superannuation admin, complaint management experience, strong communication, attention to detail, stakeholder skills, and proficiency in MS Office. Tertiary qualification and RG146 desired.
  • You will manage IDR complaints, investigate root causes, ensure compliance, advocate for resolutions, identify improvements, and maintain internal relationships to reduce escalations.

Requirements

  • At least 3 years’ experience in a Superannuation administrative role, or in a related role.
  • Previous experience in complaint management.
  • Excellent written and verbal communication skills.
  • High attention to detail.
  • Good stakeholder management skills, with the ability to engage effectively at all levels.
  • Organisational skills with the ability to prioritise and manage the range of tasks required of this position.
  • Interpersonal skills which foster cooperation and teamwork in a close team environment.
  • Excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications.
  • Tertiary qualification in financial services, superannuation, or risk management (desired).
  • RG146 accreditation (desired – may need to be attained if not held).

Responsibilities

  • Manage administration IDR complaints.
  • Investigate and identify the root cause of the complaint.
  • Monitor your work queue to ensure timely and effective completion of complaints to a high quality.
  • Support and advocate for a culture that delivers resolutions and complete outcomes to complainants.
  • Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
  • Adhere to reporting of complaint related breaches and incident management requirements.
  • Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
  • Nurture and maintain internal relationships across all levels of the Fund.
  • Establish a unified and collaborative culture to reduce the number of complaints that escalate to EDR.
  • Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.

FAQs

What is the duration of the contract for the Member Resolution Officer position?

The position is a 6-month contract.

What kind of experience is required for this role?

At least 3 years of experience in a Superannuation administrative role or a related role is required, along with previous experience in complaint management.

Will I need to handle complaints in this role?

Yes, you will be responsible for managing administration IDR complaints and investigating the root cause of these complaints.

What kind of skills are necessary for this position?

Strong written and verbal communication skills, attention to detail, stakeholder management skills, organizational skills, and interpersonal skills are necessary for this position.

Is a tertiary qualification required for this role?

A tertiary qualification in financial services, superannuation, or risk management is desired, but not mandatory.

What tools and applications should I be familiar with?

You should have excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications.

Are there opportunities for professional development?

Yes, AustralianSuper is committed to colleague development and offers ongoing learning, coaching, training, and career opportunities.

How does AustralianSuper promote diversity in the workplace?

AustralianSuper cultivates a workplace that champions safety, respect, inclusiveness, and diversity, and they are committed to supporting their diverse workforce inclusively.

What are the company's values?

The values are Energy, Integrity, Generosity of Spirit, and Excellent Outcomes.

What should I do if I need adjustments during the recruitment process?

If you require any reasonable adjustments to the recruitment process or the role, you should inform the recruitment team.

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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.