We make a difference, delivering outcomes for millions of members. Join a fast paced and growing team with a global reach. Flexible and inclusive work environment for all At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. This is a customer service role which requires excellent customer service skills and the ability to liaise with complainants Your new role Reporting to the Manager Dispute Resolution, the Dispute Resolution Officer is key role in the Dispute Resolution, Member Sentiment Team,responsible for ensuring the fair, effective and timely resolution of complaints in accordance with Fund and regulatory requirements whilst driving a strong member first culture. Key duties include but are not limited to: Responsible for your own caseload of EDR disputes and other complaint related activity Have exposure to a diverse range of complaints about policy, products, and service. Contribute to the development of continuous improvement and improvement of knowledge and processes pertaining to complaint resolution. Responsible for managing the end-to-end process for a broad range of EDR disputes. Complaints require detailed and sometimes technical interpretation and application of multiple forms of superannuation legislation, rules, and policies. Undertake detailed investigations and analysis of complaints and sometimes complex issues in relation to a broad range of complaints. Assess and review materials to ensure all relevant information is organised and well summarised for the EDR scheme. Liaise with the EDR Scheme to ensure fair and timely outcomes. What you'll need Tertiary qualifications or suitable industry experience and/or qualifications RG 146 accreditation At least 5 years' experience in superannuation Proven experience in dispute resolution and complex complaint management Excellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to EDR Schemes and complainants. Well-developed investigation and analytical skills Able to work diligently, efficiently and pay close attention to detail. Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position. What next AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know. At AustralianSuper, our purpose will empower you to reach your true potential Australian or New Zealand citizenship or Australian permanent residency status is required. Progress, powered by purpose.