Member Resolution Officer

A leading superannuation fund is seeking a Member Resolution Officer to join their collaborative team in a 12 month fixed term contract. This exciting role involves resolving member complaints with empathy and professionalism while offering flexible working arrangements and a culture that values diversity and career progression. This position suits someone with superannuation experience who thrives in a team-oriented environment and is dedicated to improving member satisfaction.

A leading superannuation fund is seeking a Member Resolution Officer to join their collaborative and supportive Member Experience team in Melbourne. This role offers the opportunity to make a meaningful impact while enjoying flexible working arrangements, ongoing training, and professional growth opportunities.

About the Role

As a Member Resolution Officer, you will play a pivotal role in ensuring fair, effective, and timely resolution of member complaints. You’ll be responsible for investigating issues thoroughly, managing your workload efficiently, and adhering to compliance standards.

This position is ideal for someone with superannuation administration experience who thrives in a team-oriented environment and is committed to enhancing member satisfaction through thoughtful problem-solving.

Key Responsibilities

• Manage Internal Dispute Resolution (IDR) complaints with professionalism and sensitivity, ensuring fair outcomes for members.
• Investigate issues deeply to identify root causes and recommend solutions that align with regulatory requirements.
• Report breaches promptly and manage incidents according to established procedures to support risk management efforts.
• Advocate for a culture of resolution by fostering trust and loyalty among members through empathetic communication.
• Collaborate with internal teams and external partners to minimise escalations to External Dispute Resolution (EDR) channels.

What We’re Looking For

The ideal candidate brings experience in superannuation administration or a related field, along with strong complaint management skills.

Essential Skills & Experience:

• At least one year of experience in superannuation administration or a similar sector.
• Proven ability to manage sensitive complaints with empathy and professionalism.
• Excellent written and verbal communication skills for engaging effectively at all levels internally and externally.
• High attention to detail for accurate investigations, reporting, and compliance adherence.

Highly Regarded:

• RG146 accreditation.
• Tertiary qualifications in financial services, superannuation, or risk management.

Benefits:

This organisation is one of Australia’s most respected superannuation funds, known for its commitment to delivering outstanding member experiences through compassionate service delivery. Here’s what sets them apart:

• Collaborative Culture: Be part of a close-knit team where knowledge sharing and mutual support are central to success.
• Flexible Working Arrangements: Enjoy work-life balance with options that suit individual needs including hybrid working arrangements.
• Inclusive Environment: Join a workplace that values diversity, empathy, teamwork, and respect for all perspectives.
• Retention: Team movement is largely through internal promotions, with progression strongly encouraged making it an excellent place to start and grow your career

Ready to Make an Impact?

If you’re ready to contribute your expertise while growing alongside a supportive team in Melbourne’s thriving superannuation sector—this is your chance!

Click below to apply today!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Karissa Kelly on 03 8628 2279 for a confidential discussion.