Superannuation Operations Specialist – Complaints

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee and assist in managing complaints within both internal dispute resolution and, when necessary, external dispute resolution frameworks.

• Evaluate complaint details and investigate concerns raised by members.

• Organize and manage responses to complaints.

• Ensure all issues are documented correctly and addressed within the stipulated timelines.

• Collaborate with administrators, insurers, and internal teams to collect information and clarify matters.

• Promote fair and logically justified outcomes for members.

• Contribute to the reporting and analysis of complaints.

• Identify recurring problems, process deficiencies, and potential systemic issues.

• Assist in enhancing complaint management, member communications, operational procedures, and results.

⛳️ Requirements

• A minimum of 2 years of experience in superannuation administration, especially in complaints handling or dispute resolution.

• Proven experience in investigating member issues, coordinating information from various teams, and drafting or assisting with complaint responses.

• Knowledge of internal dispute resolution processes and the significance of fair, precise, and timely outcomes.

• Preferably, experience within a superannuation Trustee office or closely associated with a Trustee, RSE licensee, or service provider.

• Capability to evaluate information, craft clear written replies, and maintain accurate records of complaints.

• Excellent organizational, stakeholder management, and communication abilities.

• Proficiency in handling multiple complaints and competing deadlines while ensuring high quality.

• RG146 certification or a willingness to pursue relevant training required for the position.

• Commitment to Future Group’s mission and enthusiasm for transitioning Australia’s investments from fossil fuels to renewable energy.

• A belief in leveraging financial resources to create a sustainable and just world.

• Nice-to-have: experience in managing intricate or sensitive member complaints.

• Nice-to-have: experience in supporting AFCA matters or investigating systemic issues.

🏝️ Benefits

• A purpose-driven organization making strides against climate change and inequality.

• B Corp certified organization.

• Recognized as AFR's Best Place to Work 2026.

• Flexible work arrangements, accommodating school drop-offs/pick-ups and lunchtime gym sessions.

• Option to work remotely, from co-working spaces, anywhere in Australia, or abroad for short periods.

• Potential to participate in the Employee Share Ownership Program.

• Engaging company-wide events.

• Menstrual and Menopausal Leave.

• Options for public holiday swaps.

• Cultural Leave.

• Self Care Leave.

• Gender Affirmation Guidelines and Leave.

• Employee network groups such as SuperGenders, SuperGlobal, and SuperPride.

• 20 weeks of paid parental leave for birthing and non-birthing parents of all genders.

• Provision of a laptop for remote work.

• Allowance for home office setup.

• Employee Assistance Program (EAP).

• Opportunity to purchase additional leave.

• Novated leasing options available for electric vehicles.