Member Resolutions Officer – Administration

Role Overview

• Ensure member complaints are resolved in a fair, effective and timely manner
• Investigate complaints and identify root causes
• Monitor and manage work queue for timely resolution
• Ensure compliance with legislative and Fund requirements
• Support accurate reporting of complaint‑related incidents
• Identify opportunities for continuous improvement
• Maintain strong relationships with internal stakeholders and third‑party providers
• Promote a culture focused on fair outcomes and member advocacy

Requirements

• At least 3 years’ experience in a superannuation administration or related role
• Previous experience in complaint management or dispute resolution
• Strong written and verbal communication skills with high attention to detail
• Ability to analyse issues, apply judgement and make sound recommendations
• Strong stakeholder management and relationship‑building skills
• Ability to work autonomously while contributing positively to a collaborative team environment
• Strong organisational skills with the ability to manage competing priorities
• RG 146 accreditation

Benefits

• Ongoing learning, coaching and training
• Career opportunities across our expanding global organisation.
• Generous leave entitlements.
• Blended working environment with flexibility