Complaints Officer

Job Description

Description \n
\nWe are seeking a Complaints Officer to join our team and play a critical role in delivering fair, transparent and member-focused complaint resolution outcomes. This role is ideal for someone with experience managing complaints within a regulated environment who is passionate about improving customer experiences and identifying opportunities for continuous improvement. \n

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• Permanent roles Multiple Opportunities
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• Location: Melbourne preferred but open to Parramatta
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About the Role

As a Complaints Officer, you will investigate and resolve member, employer and client complaints, ensuring outcomes are delivered in accordance with legal, risk and compliance obligations. You will manage complaints from initial receipt through to resolution, working closely with internal stakeholders to identify root causes, mitigate risk and improve processes. This is an opportunity to make a genuine impact by helping members achieve fair outcomes while contributing to service improvements across the business. \n

Key Responsibilities

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• Manage and resolve complex complaints in a professional, timely and member-focused manner.
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• Investigate complaints, gather relevant information and determine fair and appropriate outcomes.
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• Prepare high-quality written responses and communicate effectively with members, employers, clients and internal stakeholders.
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• Identify complaint trends and root causes, making recommendations to improve processes and reduce repeat issues.
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• Coordinate with business units to ensure actions are completed and member concerns are addressed efficiently.
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• Escalate high-risk, high-profile or sensitive complaints where required.
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• Maintain accurate complaint records and ensure data quality across internal systems.
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• Support continuous improvement initiatives, reporting activities and compliance with regulatory requirements.
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About You

To be successful in this role, you will bring: \n

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• Experience managing complaints or dispute resolution within financial services, superannuation or another regulated industry.
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• Strong ability to investigate complex issues, identify root causes and deliver member-focused outcomes.
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• Excellent written and verbal communication skills, with the ability to communicate complex information clearly and professionally.
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• Strong analytical and problem-solving skills with exceptional attention to detail.
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• A continuous improvement mindset and ability to identify opportunities to reduce risk and enhance processes.
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• Well-developed stakeholder management skills, with the ability to build effective working relationships across teams.
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• Strong organisational and time management skills with the ability to manage competing priorities.
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• Superannuation industry knowledge and experience at an operational level.
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• Tertiary qualifications in Business or a related discipline (desirable).
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• ASFA RG 146 Superannuation qualification or equivalent (desirable).
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Why Join MUFG Pension & Market Services? Some of our Employment Benefits

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• Flexible Working - hybrid model enabling our employees to work in the office and at home
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• Purchased Leave, Parental Leave, Volunteer Leave, Gender Transition Leave, Well-being Leave
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• Employee Recognition Program to recognise people who are demonstrating our values and company purpose
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• Talent Referral Program
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• Salary Sacrificing via Superannuation
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• Employee Assistance Program
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• Learning & Development opportunities, including educational assistance support
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• Employee discounts - access discounted rates and offers from a variety of providers including Bupa and Microsoft
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• Novated Car Leasing
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Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. \n

How to Apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment. \n