Complaints Officer - MRT Support
Core
Operational link managing end-to-end administrative requests for complaints in the superannuation sector, triaging, coordinating, and reviewing work to ensure accurate outcomes for the Trustee and members.
Role type
Senior IC complaints operations officer (superannuation)
Builds
Accurate complaint resolution records and service updates for the Trustee
Domain
Superannuation / Financial Services
Deliverable
client delivery
Required skills
complaint handling, dispute resolution, triage, SLA management, stakeholder engagement, process improvement, data analysis, risk identification, regulatory compliance
Preferred skills
superannuation industry knowledge, tertiary qualifications in Business, ASFA RG 146 qualification
Technologies
internal case management systems
Responsibilities
Triage and allocate complaint-related administrative requests; Monitor work progress against SLA timeframes; Review completed work for accuracy and completeness; Identify trends and root causes to improve processes; Escalate high-risk or sensitive complaints; Maintain accurate complaint support records and case notes.
Seniority
Mid-level, hands-on IC
