Job description
Are you passionate about delivering fair outcomes and resolving complex issues? We are currently seeking a detail-oriented and proactive Complaints Officer to join our client in their growing team, in the superannuation administration sector.
In this key role, you will be responsible for managing and administering complaints across multiple clients. You'll play a vital part in driving fair and timely resolutions, while supporting a positive risk and compliance culture.
Key Responsibilities
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
In this key role, you will be responsible for managing and administering complaints across multiple clients. You'll play a vital part in driving fair and timely resolutions, while supporting a positive risk and compliance culture.
Key Responsibilities
- Lead the end-to-end management of member complaints in line with internal and legislative requirements
- Support the Senior Manager, Incidents & Complaints in executing the complaint management process
- Conduct investigations, root cause analysis, and develop solutions to prevent future complaints
- Prepare accurate reports and analyse complaint trends to identify service improvements
- Collaborate with internal stakeholders across business units to resolve complaints effectively
- Monitor, track, and ensure all complaints are resolved within required timeframes
- Previous experience in complaints management within superannuation or financial services
- Strong understanding of Internal Dispute Resolution (IDR) processes and ASIC Regulatory Guide 271 (RG 271)
- Exceptional analytical, investigative, and problem-solving skills
- Clear and professional verbal and written communication
- Meticulous attention to detail and a high level of accuracy
- Strong time management with the ability to prioritise competing deadlines
- A collaborative mindset with a commitment to fairness, quality, and continuous improvement
- Knowledge of superannuation systems and processes (highly regarded)
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
