Resolutions Specialist
Core
Resolve complex complaints and escalated enquiries regarding superannuation and insurance for members.
Role type
Senior IC customer service specialist (superannuation/insurance)
Builds
Member resolution outcomes and improved business processes
Domain
Financial services (superannuation and insurance)
Deliverable
client delivery
Required skills
dispute resolution, complex issue research, regulatory compliance knowledge, data analysis, stakeholder partnership, continuous improvement
Preferred skills
superannuation/insurance legislative knowledge, RG271 complaints management experience, experience with high-volume service environments
Responsibilities
Manage and resolve member complaints per dispute resolution frameworks, research complex issues for accurate responses, analyze complaints data to identify trends and risks, support incident resolution activities, drive continuous improvement initiatives
Seniority
Mid-level, hands-on IC