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27

April

Fast Track Complaints Officer

Cbus Super - Melbourne, VIC

Insurance & Superannuation
Source: uWorkin

JOB DESCRIPTION

In this key role as Fast Track Complaints Officer you will be responsible for delivering high quality, customer focused service to complainants (members, potential beneficiaries and participating employers) by resolving complaints in a timely, efficient and fair manner.

You will ensure swift effective resolution of single-issue complaints in line with the Trust Deed and relevant superannuation law / regulation so a background working within superannuation will be highly regarded. You will facilitate the efficient administration of complaints within the Fund to resolve complaints in a timely manner through effective and fast engagement with a complainant including contact via phone.

Your role will include management of a portfolio of Internal Dispute Resolution (IDR) complaints with the aim to reduce the time taken to resolve these complaints.

You will be skilled in documentation of complaints handling investigations and notations outlining issues of complaints and proposed resolutions and be able to produce clear, concise and considered complaint responses.
You will be able to analyse root cause of complaints and escalate / communicate to internal and external parties when necessary.

Demonstrating understanding of and proactive adherence of Best Practice Complaints Management and ASIC RG165 and RG271 will be highly regarded.
You will have excellent communication skills and be very comfortable being on the phone dealing with enquiries/complaints, attention to detail is key and you will enjoy working as part of a team and interacting with other teams across the fund. You will be flexible in your approach to each day and assist the Head of Complaints and Complaints Specialist as required.

Why Cbus?
You can be part of an award-winning organisation that is genuinely committed to delivering workplace diversity, inclusion and flexible working arrangements as an enabler of our purpose - to act in the best interest of our members and maximise their retirement outcomes.

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website. You will also be able to download the full position description from our website - www.cbussuper.com.au/about-us/careers.

About Cbus
Cbus is one of Australia’s largest industry superannuation funds and the national industry fund for the construction, building, infrastructure and allied industries. Established in 1984, Cbus provides superannuation benefits to over 780,000 members, has assets over $60 billion, and accepts contributions from more than 150,000 employers.
Applications Close: 11th May 2021
Please note this is a full time position located in Melbourne
Agencies, please note: All vacancies are managed by our internal Talent Acquisition team. Newly Created Role, Brand New CBD Office - Nr Parliament Station, Excellent Benefits