Senior Member Resolutions Officer - Administration
Core
Investigate and resolve complex member complaints (IDR) and coach support staff to improve member outcomes and complaint handling processes.
Role type
Senior Member Resolution Officer (Administration)
Builds
Enhanced complaint handling processes and member service outcomes
Domain
Superannuation / Financial Services
Deliverable
client delivery
Required skills
complex complaint management, dispute resolution, coaching, stakeholder management, root cause analysis, workflow monitoring, continuous improvement, governance, risk management
Preferred skills
quality checks, case allocation, tertiary qualifications in financial services/superannuation/risk management, RG146 accreditation
Technologies
RG271, IDR Policy
Responsibilities
Manage complex administration IDR complaints; Investigate complaints and identify root causes; Coach and support MROs with investigation and member interactions; Monitor and manage complaint workflows; Support manager with case quality reviews and allocation; Identify and implement continuous improvement opportunities; Act as Subject Matter Expert on working groups and projects
Seniority
Senior, hands-on IC with coaching responsibilities
