Australia
Take hold of a monster opportunity and join our External Dispute Resolutions Team as a Resolutions Specialist. If you're a good fit for this role, we'd love you to apply.
Why join us?
* You'll get 14% super as standard, to help your future come alive.
* Unleash your potential and build a career to be proud of through excellent training and development opportunities.
* Balance your work between in-person days at our purpose‐built hubs and working from home.
* In the office, enjoy end of trip facilities, a yoga and multi‐faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
About The Role
At Australian Retirement Trust (ART), our purpose is to help members build their best financial future. Within this, the External Dispute Resolutions team, as part of Business Enablement and Resolutions (BE&R) team plays a critical role in managing escalated queries and representing the Trustee in dispute resolution matters, ensuring outcomes are fair, well‐reasoned and aligned to governing rules and legislation. As a Resolutions Specialist you'll have a strong interest in dispute resolution to support the investigation, management and resolution of complex member complaints — including representing ART in matters escalated to AFCA.
Day To Day, You'll
* Manage and resolve complaints in line with ART's dispute resolution framework and ASIC RG271
* Represent the Trustee in dispute resolution matters, including collating and critically analysing information and drafting clear, concise submissions and responses for AFCA
* Research and interpret legislation and fund rules to provide accurate advice on complex escalated enquiries
* Assist with monitoring inbound communication from members and AFCA in relation to complaints, including maintaining system‐based complaint records, reviewing complaint data inputs and ensuring data accuracy
* Identify opportunities for improvements as part of the complaint management process
* Apply a professional, empathetic and objective approach to dispute management while managing risk and meeting strict deadlines
* Engage with internal business areas to achieve outcomes, identify learnings and progress any follow‐up actions
This role is a permanent opportunity.
About You
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:
* A genuine passion for customer service and fair dispute outcomes Knowledge of, or the ability to rapidly acquire knowledge in, superannuation, insurance or related legislation
* Strong analytical and written skills, with the ability to draft clear, accurate and well‐reasoned responses
* Experience balancing customer, legislative and business requirements in complex situations
* Experience working with customers who require additional assistance
* Ability to work effectively in a high‐volume, deadline‐driven environment
About Us
Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.
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