Complaints & Resolution Specialist

Bring your expertise to an industry with purpose, scale and global impact. At MUFG Pension & Market Services, your skills in complaints, risk, investigation or operations translate directly into meaningful work supporting millions of Australians. As part of the largest business within a global financial institution, you’ll enter the superannuation sector with strong development pathways, complex client partnerships, and a culture that celebrates diverse perspectives.
The Role As a Complaints & Resolution Specialist, you’ll manage escalated and complex customer complaints from investigation through to resolution, delivering clear, considered and empathetic outcomes on behalf of our Trustee Office clients.
You’ll work across member, employer and client complaints, balancing customer needs with legislative requirements, service standards and risk considerations. Just as importantly, you’ll look beyond individual complaints to identify trends, systemic issues and opportunities to improve processes and the overall customer experience.
This is an opportunity to bring your specialist complaints and resolution skills into superannuation, building your industry knowledge while working in a highly regulated and customer-focused environment.
Key Accountabilities and Main Responsibilities

• Manage escalated and complex complaints end-to-end, investigating issues and delivering fair, considered and high-quality outcomes within SLA and legislative timeframes.
• Provide an exceptional customer experience across telephone, written and face-to-face interactions, listening empathetically and communicating complex outcomes in a clear and accessible way.
• Review complaint files, identify information gaps, interpret policies, procedures and product information, and engage relevant stakeholders to reach appropriate resolutions.
• Prepare high-quality written responses for member, employer and client complaints, clearly explaining decisions, recommendations and outcomes.
• Identify and escalate material, systemic, high-risk or sensitive complaints, including matters with potential reputational or media implications, and report instances of non-compliance.
• Analyse complaint trends and root causes, contributing practical recommendations that improve processes, knowledge management and the broader member and employer experience.
• Support external dispute resolution investigations and conciliation activities where required, ensuring appropriate information and documentation are available.
• Build effective relationships across MUFG Pension & Market Services and Trustee Offices, contributing to complaints forums, reporting, preventative actions and continuous improvement initiatives.

Experience & Personal Attributes To succeed in this role, you’ll ideally bring:

• Experience managing, investigating or resolving customer complaints, particularly complex or escalated matters.
• Strong written and verbal communication skills, with the ability to translate complex information into logical, clear and customer-friendly responses.
• Strong analytical and problem-solving capability, combined with sound judgement and a pragmatic approach to decision-making.
• Excellent case and file management skills, with the ownership and organisation required to progress multiple matters within agreed timeframes.
• A customer-focused and empathetic approach, particularly when dealing with sensitive, challenging or emotionally charged situations.
• Strong attention to detail and an understanding of the importance of risk, governance, policy and regulatory obligations within a complaints environment.
• A continuous improvement mindset, with the ability to identify recurring issues, emerging risks and opportunities to improve customer outcomes and operational efficiency.
• Confidence building relationships with stakeholders across different functions and navigating changing priorities and ambiguity.

Experience in superannuation or financial services will be valued, but candidates with strong transferable complaints, dispute resolution or case management expertise from other regulated or complex environments are encouraged to apply.
Some of our Employment Benefits

• Flexible Working – hybrid model enabling our employees to work in the office and at home
• Leave options – Purchased Leave, Parental Leave, Volunteer Leave, Gender Transition Leave and Well-being Leave
• Employee Recognition Program – recognising people who demonstrate our values and Company purpose
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development – development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – access discounted rates and offers from a variety of providers including Bupa and Microsoft
• Novated Car Leasing

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.
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.