Senior Resolution Specialist [ Brisbane, QLD]

SunsuperCity of Brisbane, Queensland, Australia

3 days ago

Job description

Take hold of a monster opportunity and join our Business Enablement and Resolutions team as a Senior Resolutions Specialist. If you’re a good fit for this role and live in Brisbane, we’d love for you to apply.

Why join us?

You’ll get 14% super as standard, to help your future come alive.
Unleash your potential and build a career to be proud of through excellent training and development opportunities.
Balance your work between in-person days at our purpose-built hubs and working from home.
In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

About the role

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. The Senior Resolutions Specialist is responsible for supporting the Business Enablement and Resolutions team in providing high quality and consistent expert technical advice to key stakeholders. The role requires providing clear, concise and accurate responses to member and third-party complaints, handling escalated superannuation and insurance queries, and act as a subject matter expert in projects and incident resolution.

In addition, the Senior Resolutions Specialist serves as a technical escalation point within the team, assisting the Team Leader and Manager by coaching Resolutions Specialists on complex superannuation and insurance issues.

Day to day, you’ll :

Holistically research and analyse complex superannuation issues including legislation, fund rules and precedents to provide accurate, timely and quality advice on complex escalated enquiries including Teir 1 document Due Diligence processes and act as an SME for complex projects across the Enterprise.

Assist the Team Leader and Manager by coaching and advising Resolutions Specialists on complex matters.

Case manage and resolve complex and high-risk complaints in line with the ART dispute resolution framework demonstrating a highly proficient understanding of and proactive adherence to best practice complaints management and ASIC's RG271.

Demonstrate critical thinking and apply a professional, empathetic, objective and outcome-focused approach to dispute management while managing risk and being sensitive to member and key stakeholder needs and expectations.

Perform analysis of complaints with the view to identifying any systemic or recurring issues, breaches or areas for process improvement preventing members receiving excellent customer service or proactive solutions.

Represent the Trustee in the full External Dispute Resolution (EDR) process involving complex disputes, including participation in conciliation conferences and engaging stakeholders, as required.

Develop and maintain relationships with key stakeholders including senior management, other Business Units, ART’s schemes’ Actuary, employers and Government representatives at State and interstate level, as required.

Provide insights to support the production of regular and ad-hoc complaints reporting to the business and to external parties (as requested) and seek to identify any trends and raise any areas of concern or risk.

Check, resolve and support complex assessments of various Trustee obligations including Binding Death Benefit Nominations, Enduring Powers of Attorney and Family Law Orders.

This role is a 12-month max-term or secondment opportunity.

Location

Brisbane

About you

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 :

Advanced stakeholder management capability, with experience managing multiple stakeholders, including external parties, to influence and negotiate outcomes of a complex nature.

Comprehensive knowledge, understanding and interpretation of, or the ability to rapidly acquire knowledge of superannuation, insurance or related industries legislation and regulation.

Strong knowledge of RG271 complaints legislation.

Demonstrated ability to analyse complex problems and provide appropriate solutions that effectively address and balance both customer and business needs.

Experience in dealing with customer groups who require extra help and knowledge of related services and legislation.

High resilience with the ability to manage competing workloads and meet deadlines.

Superior communication skills; written, verbal and interpersonal – with a diverse group of professionals at all levels.

Experience in coaching, mentoring and assisting team members.

Investigative nature with a strong attention to detail and analytical thinking.

About us

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We’ve created an environment where you can be yourself and do amazing work. It’s that simple.

Apply online now

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now.

Applications close Sunday, 16-November 2025.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up‑front is important to us – and recruitment is no different.

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Resolution Specialist • City of Brisbane, Queensland, Australia