Short Description
Resolve complex member complaints and drive fair outcomes in a high‑impact, member‑first dispute resolution role.
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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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.
Your New Role
This 12 month fixed term opportunity reports to the Manager Dispute Resolution – Administration, where you’ll play a key role in delivering fair, effective and timely complaint resolution while championing a member-first mindset.
In this role, you’ll manage a portfolio of complex disputes and work closely with internal and external stakeholders, including dispute resolution schemes, to ensure outcomes align with regulatory obligations and best practice. You’ll bring strong analytical thinking and a commitment to continuous improvement, helping to identify systemic issues and strengthen how we support our members.
Key duties include but are not limited to;
- Manage end-to-end resolution of complex disputes, including External Dispute Resolution (EDR) cases
- Conduct detailed investigations and analysis, interpreting superannuation legislation, policies and rules
- Liaise with dispute resolution schemes and external stakeholders to achieve fair, timely outcomes
- Prepare high-quality written responses, submissions and findings for complainants and regulators
- Represent the Fund in conciliation processes and support resolution discussions
- Maintain accurate records and reporting across complaint registers and systems
- Identify trends and contribute to continuous improvement initiatives across complaints handling
What You’ll Need
- Proven experience in dispute resolution, complaints management or similar within superannuation or financial services
- Strong understanding of relevant legislation, regulatory requirements and complaint frameworks
- Excellent written and verbal communication skills, with the ability to articulate complex issues clearly
- Highly developed analytical and investigation skills with strong attention to detail
- Demonstrated ability to manage competing priorities and meet deadlines autonomously
- Strong stakeholder engagement skills and ability to influence outcomes effectively
- Continuous improvement mindset with a solutions-focused approach
- Tertiary qualification and/or relevant industry experience (RG146 desirable)
Life at AustralianSuper
AustralianSuper 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.
What’s Next
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.
AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.
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Australian or New Zealand citizenship or Australian permanent residency status is required.
Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.
About Us The AustralianSuper Story
As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.
Skills Required
- Proven experience in dispute resolution, complaints management or similar within superannuation or financial services
- Strong understanding of relevant legislation, regulatory requirements and complaint frameworks
- Excellent written and verbal communication skills
- Highly developed analytical and investigation skills with strong attention to detail
- Demonstrated ability to manage competing priorities and meet deadlines autonomously
- Strong stakeholder engagement skills and ability to influence outcomes effectively
- Continuous improvement mindset with a solutions-focused approach
- Tertiary qualification and/or relevant industry experience
- RG146 (desirable)
- Australian or New Zealand citizenship or Australian permanent residency status
What We Do
AustralianSuper is for everyday Australians and businesses; we help invest members’ money to create the best possible retirement outcomes for members. More than 3 million members and 440,000 businesses trust us to invest more than AU$270 billion on their behalf. One in 8 working Australians are a member of AustralianSuper, the nation’s largest superannuation fund. Our size has given us the ability to leverage significant investment opportunities for long term performance and low fees that are passed on to our members. With services and advice that simplify super for business including a free clearing house, secure online transactions, dedicated relationship managers, education and help. It’s easy to see why we’ve been a top performing fund. ----------------------------------------------------------------------------------------- AustralianSuper is not responsible for other user's comments. We reserve the right to delete any comments that are not in line with our community standards. By participating in the AustralianSuper’s LinkedIn community, you agree to adhere to our House Rules: ausup.me/HouseRules ______________________________________________________________________________________ Investment returns are not guaranteed. Past performance is not a reliable indicator of future returns. Reference to any awards and ratings are only one factor to be taken into account when choosing a super fund. The information posted by AustralianSuper may be general financial advice which doesn’t take into account your personal objectives, situation or needs. Before making a decision about AustralianSuper, you should think about your financial requirements and refer to the relevant Product Disclosure Statement, available at australiansuper.com/pds or by calling 1300 300 273. AustralianSuper Pty Ltd ABN 94 006 457 987, AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898.
