Dispute Resolutions Officer - Insurance

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. Your new roleIn this 6-month role as a Dispute Resolution Officer, you are 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. This role will work with complainants and other external parties to ensure the efficient and fair resolution of complaints, complying with the Fund complaints framework and regulatory requirements. The role requires you to act in the best interests of members and their beneficiaries. Key duties include but are not limited to:Management of your own caseload of insurance servicing, product and claims related IDR complaints, ensuring a thorough investigation and well considered resolution.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 member.Consult with the member via regular telephone conversation and correspondence where appropriate to discuss your understanding of the complaint and update them regularly during the complaint resolution timeframe for response.Produce clear, concise, and considered complaint responses and internal notes surrounding your investigation of the complaint.Maintain accurate and up-to-date information in registers and databases to facilitate the provision of accurate reporting and information to the business. Follow the relevant compliance and procedure documents during management of the complaint. What you'll need At least 3 years' experience in insurance within superannuationDemonstrated ability to understand and interpret insurance policies along with strong technical superannuation and claims experience.RG146 accreditation (or willingness to obtain)Proven experience in claims or dispute resolution with exposure to regular complaint managementExcellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to complainants.Well-developed investigation and analytical skillsAble 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.Demonstrated ability to think critically and make logical decisions.Ability to work autonomously and pro-actively to meet deadlines. Life at AustralianSuperAustralianSuper 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. What's next.Apply now, if you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.Australian or New Zealand citizenship or Australian permanent residency status is required. Progress powered by purpose.