Dispute Resolution Officer

An opportunity to join a leading superannuation fund to recruit a Dispute Case Manager to join their complaints and dispute resolution team

As a Dispute Case Manager, you’ll take ownership of a portfolio of complex member complaints and disputes, managing cases through to resolution with professionalism, empathy and sound judgement.

Key responsibilities include:

• Managing complaints and disputes from initial assessment through to resolution
• Investigating complex superannuation and insurance-related complaints
• Liaising with internal stakeholders, insurers and service providers to gather information and progress outcomes
• Preparing clear, balanced and well-supported written responses
• Managing escalated matters, including external dispute resolution cases
• Identifying trends and recommending process improvements to enhance member experience

About You 
 
You’ll bring experience handling complaints or disputes within a regulated environment and be comfortable navigating complex and often sensitive matters.
 
You’ll also have:

• Strong investigative, analytical and problem-solving skills
• Excellent written communication and stakeholder management capability
• Knowledge of complaint handling frameworks and regulatory obligations
• The ability to manage competing priorities while maintaining a high level of accuracy and attention to detail
• A calm, professional and member-focused approach

What’s on Offer

• Permanent role with long-term career opportunities
• Competitive salary package
• Flexible working environment
• Supportive leadership and collaborative team culture
• Meaningful work that directly impacts member outcomes