Member Resolutions Officer - Administration at AustralianSuper

Position Member Resolutions Officer - Administration
Posted 2025 October 04
Expired 2025 November 03
Company AustralianSuper
Location Australia | AU
Job Type Full Time

Job Description:

Latest job information from AustralianSuper for the position of Member Resolutions Officer - Administration. If the Member Resolutions Officer - Administration vacancy in Australia matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at AustralianSuper for the position of Member Resolutions Officer - Administration below matches your qualifications.

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. 

Your New Role

In this 12-month contract role you will be responsible for investigating and resolving complex complaints relating to service, platforms issues, delays, contributions etc. to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through education and communication of colleagues and stakeholders.

You will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. You will have good problem-solving skills and will make recommendations that will help facilitate improved member experience, service, or engagement.

Key duties include but are not limited to:

  • 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.

What You'll Need  

  • 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 or willingness to obtain

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.

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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.

Job Info:

  • Company: AustralianSuper
  • Position: Member Resolutions Officer - Administration
  • Work Location: Australia
  • Country: AU

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Member Resolutions Officer - Administration at the office Australia above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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