oracle
Resolutions Specialist
Australian Retirement Trust
Brisbane, AUS
Full-time
Mid
Hybrid
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Responsibilities
- Day to day, you’ll:
- Support the management of external dispute resolution matters referred to AFCA. • Gather, review and critically analyse information relevant to each dispute. • Research legislation, regulatory guidance, fund rules and supporting records to assess complex issues. • Draft clear, concise and well-evidenced submissions and responses to members and AFCA. • Work with internal teams to obtain information, clarify issues and progress outstanding actions. • Manage complaints in line with our dispute resolution framework and the requirements of ASIC Regulatory Guide 271. • Apply an objective, professional and empathetic approach while balancing member needs, regulatory obligations and business risk. • Communicate dispute outcomes, actions and relevant learnings to stakeholders across the organisation. • Contribute to complaints administrative processes, as well as reporting and analysis, helping identify emerging trends, systemic issues and areas of risk. • Provide technical support on escalated superannuation and insurance enquiries when required.
Qualifications
- It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
- You have experience investigating complaints, disputes or other complex customer matters. • Your written communication skills allow you to turn detailed information into clear, logical and well-supported responses. • You can critically assess evidence, identify relevant issues and reach balanced, defensible conclusions. • Your knowledge includes superannuation, insurance, financial services or another regulated environment, or you can develop this knowledge quickly. • You understand external dispute resolution processes, with exposure to AFCA matters viewed favourably. • Your approach is organised and resilient, enabling you to manage competing priorities and meet required timeframes. • You bring sound judgement, integrity and appropriate sensitivity when working with members who may require additional support. • You’re comfortable collaborating with a range of stakeholders to gather information and progress complex matters. • You have knowledge of ASIC Regulatory Guide 271, or the ability to build this knowledge quickly. • You’re committed to contributing positively within a collaborative, high-volume environment.
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