Resolutions Specialist

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Resolutions Specialist, you'll support the Member Resolutions team by researching and resolving complex complaints, escalated superannuation and insurance enquiries, and stakeholder requests.
You'll provide clear, concise and accurate advice, contribute to incident resolution, and help identify opportunities to improve member experiences and business processes. The role also provides an opportunity to develop specialist knowledge across superannuation, insurance, complaints management and regulatory requirements. Based within Member Resolutions, you'll work closely with a range of stakeholders to deliver consistent outcomes while managing risk and maintaining a member-focused approach.

This role is a permanent opportunity and is based in Brisbane.

Day to day, you'll:

• Manage and resolve member complaints in line with dispute resolution frameworks and complaints management requirements.
• Research complex issues and provide accurate responses to member, insurer and third-party enquiries.
• Apply critical thinking to achieve fair outcomes while balancing member needs and business requirements.
• Partner with stakeholders across the business to communicate outcomes, insights and actions.
• Analyse complaints data, identify trends and highlight potential risks and improvement opportunities.
• Support incident resolution activities and contribute specialist subject matter expertise.
• Help identify systemic issues and drive continuous improvement initiatives.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have experience delivering exceptional customer service and creating positive customer outcomes.
• Your understanding of superannuation, insurance or related legislative environments enables you to navigate complex matters effectively.
• You'll bring strong analytical skills and the ability to balance customer and business needs when solving problems.
• You're experienced working with customers who require additional support and care.
• You possess well-developed written and verbal communication skills and can tailor messaging to different audiences.
• Your background includes working successfully within a team-based, high-volume service environment.
• You'll demonstrate resilience, sound judgement and the ability to manage competing priorities.
• You're committed to collaborating with others and maintaining high professional standards.
• You may hold relevant tertiary qualifications or be undertaking further study.
• Your experience in superannuation, insurance or RG271 complaints management will be highly regarded.