Member and Incident Resolution Specialist
About the job
This job is about being a Member & Incident Resolution Specialist at Aware Super, where you will play a vital role in delivering exceptional experiences for members during critical times. Your work will have a significant impact on the lives of 1.1 million members, ensuring their needs are met with care and accountability. The team values flexibility and collaboration, fostering an environment where everyone can thrive.
You'll be responsible for
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Case managing incidents
Take end-to-end ownership of insurance-related incidents and escalated member issues, ensuring resolution and closure with care and clarity.🔎
Conducting root cause analysis
Analyze incidents to identify trends and improvement opportunities, maintaining accurate records and ensuring compliance with SLAs.📞
Communicating with members
Engage directly with affected members via phone, email, and other channels to manage expectations and provide empathetic updates.Key criteria
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Superannuation or financial services experience
Proven background in superannuation or financial services environments.View
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Incident resolution expertise
Demonstrated experience resolving incidents and complaints effectively.View
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Regulatory knowledge
Ability to interpret and apply relevant legislation and policies.View
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