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Complaints Resolution Officer

Cbus Melbourne, Australia
Posted 1 day ago Permanent Competitive
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 Complaints Resolution Officer, your role is pivotal in assisting the Manager, Complaints Handling and Head of Complaints in managing a portfolio of complaints. Your primary focus will be to resolve complaints swiftly and effectively, ensuring every interaction leaves a positive and lasting impression on the complainants. You'll work closely with them, beneficiaries, and external parties like AFCA to generate detailed documentation and produce clear, concise complaint responses.

Day-to-day you will -
  • Manage a portfolio of Internal Dispute Resolution (IDR) and AFCA IDR complaints, aiming to resolve issues swiftly.
  • Provide AFCA with detailed submissions and respond to queries.
  • Document complaint investigations and propose resolutions.
  • Produce clear, concise complaint responses.
  • Adhere to Best Practice Complaints Management and ASIC RG165 and RG271 guidelines.
  • Maintain proactive communication with complainants, ensuring they feel heard and understood.
  • Prioritise early resolution of complaints, aiming for resolution within five days.
  • Identify root causes and suggest process improvements to reduce complaint numbers.
  • Accurately maintain the complaints management system, ensuring all information is up to date.
Your industry experience from working with an administrator or another superannuation fund, alongside a robust understanding of insurance, complaints, claims, and benefits across TPD, death or both, is highly valued. Strong communication skills enable you to listen effectively, understand complainants, and build rapport, ensuring they feel at ease throughout the complaints process.

Additionally, you enjoy working independently and being part of a team. You have exceptional attention to detail, analytical skills, and the ability to escalate cases appropriately and take decisive action.
Your knowledge of superannuation legislation and compliance requirements is essential.

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  4255299
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