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Member and Incident Resolution Specialist

Mid levelFull-timeHybridSydney NSW, AustraliaPosted 5 months agoVerified 10 hours ago
Pending fitX of Y criteria met

About the job

The Member & Incident Resolution Specialist job is all about delivering easy, fast, and personal experiences for members during critical times. This role plays a vital part in ensuring that insurance-related incidents and escalated issues are handled with care and accountability. The team thrives on collaboration, working closely with various internal stakeholders to achieve strong outcomes for members and the fund.

You'll be responsible for

📂

Case managing incidents

Taking ownership of incidents and escalated complaints from investigation through to remediation and closure.
📊

Conducting root cause analysis

Maintaining accurate records and ensuring incidents meet SLA and regulatory requirements.
📞

Communicating with members

Directly engaging with affected members to manage expectations and provide updates.

Key criteria

📊

Superannuation or financial services experience

Proven experience in superannuation or financial services environments.

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🔍

Incident resolution and complaint management

Demonstrated experience resolving incidents and complaints effectively.

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📜

Understanding of legislation and compliance

Ability to interpret and apply relevant regulations and policies.

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5 criteria for this job
Superannuation or financial services experience
Proven experience in superannuation or financial services environments.

View

Incident resolution and complaint management
Demonstrated experience resolving incidents and complaints effectively.

View

Understanding of legislation and compliance
Ability to interpret and apply relevant regulations and policies.

View

Strong communication skills
Excellent written and verbal skills for member engagement.

View

Problem-solving and analytical skills
Strong investigation and root cause analysis capabilities.

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