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Compensation Complaints Resolution Officer

Cbus Melbourne, Australia
Posted 9 days ago Permanent Competitive
Compensation Complaints Resolution Officer
About Cbus
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

About the role
As a Compensation Complaints Resolutions Officer (CCRO), you'll manage the entire lifecycle of complaints related to the Insurance Claims Compensation Program (ICCP). Your role will involve investigating, resolving, and communicating outcomes to claimants, ensuring all processes comply with regulatory requirements. You'll work closely with complainants, beneficiaries, and external parties like the Australian Financial Complaints Authority (AFCA) to handle complaints and support the IDR Compensation Manager and Head of Complaints in maintaining our industry-leading complaints process.

Day-to-day, you will -
  • Manage a portfolio of internal dispute resolution (IDR) compensation-related complaints within legislative timeframes.
  • Handle AFCA IDR complaints, preparing detailed submissions and responding to AFCA queries.
  • Maintain regular, proactive contact with complainants, providing personalised service.
  • Prioritise early resolution of complaints, aiming to resolve them within five days.
  • Document complaint handling investigations and draft clear, concise IDR responses.
  • Adhere to Best Practice Complaints Management and ASIC RG271 guidelines.
  • Identify root causes and trends to suggest process improvements and reduce future complaints.
  • Ensure RG271 compliance by thoroughly managing complaints in the complaints management system.
For this role, a strong understanding of complaints, claims, and benefits processes is crucial. Equally important are excellent communication skills, which will enable you to listen to and understand complainants' needs effectively. Your ability to build rapport and make complainants feel at ease will be a significant asset. A solid knowledge of superannuation regulations and compliance requirements is essential, along with meticulous attention to detail and a methodical approach to analysing complaints. The ability to escalate cases and take affirmative action when necessary is crucial.
Experience building and maintaining relationships with stakeholders is a key requirement for this role. You'll need to demonstrate strong written and oral communication skills and be exposed to liaising with senior management.

A tertiary qualification in business, commerce, finance, or a related discipline, as well as superannuation experience, is preferred. Knowledge of SalesForce would be a plus.

Belong at Cbus
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

We're keen to hear from you
If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via careers@cbussuper.com.au

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website, cbussuper.com.au/careers

Applications Close: 19th July 2024
This position based in Melbourne and is a 12 month maximum term contract

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.
Job ID  4255283
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