Complaints Officer
Core
Investigate and resolve member, employer, and client complaints within a regulated financial environment, ensuring fair outcomes and compliance with legal obligations.
Role type
Senior IC complaints officer (financial services)
Builds
Fair complaint resolution outcomes and process improvements
Domain
Financial services / Superannuation / Regulatory compliance
Deliverable
client delivery
Required skills
complaint investigation, root cause analysis, regulatory compliance knowledge, written communication, stakeholder management, data quality management, continuous improvement, risk mitigation
Preferred skills
superannuation industry knowledge, ASFA RG 146 qualification, tertiary qualifications in Business
Responsibilities
Manage and resolve complex complaints, investigate issues and determine outcomes, prepare written responses, identify complaint trends and root causes, coordinate with business units, escalate high-risk complaints, maintain accurate complaint records, support continuous improvement initiatives
Seniority
Mid-level, hands-on IC