We're partnering with a well-established Australian superannuation organisation to recruit an experienced Resolutions Officer for an immediate contract opportunity.

The focus of this role is is on early resolution and member experience rather than complex complaint investigations or formal dispute management with an emphasis on providing a positive member experience.

About the role

You'll manage a portfolio of member matters, working proactively to resolve straightforward issues before they escalate. Success in this role comes from strong communication skills, sound judgement, and the ability to confidently engage with members over the phone to achieve positive outcomes.

Key responsibilities
Manage a portfolio of member enquiries and complaints with a focus on early resolution.
Contact members by phone to understand concerns, provide updates and work towards timely resolutions.
Prepare transparent and professional written correspondence.
Liaise with internal stakeholders to ensure member issues are resolved efficiently.
Maintain accurate case notes and documentation within CRM systems.
Deliver an exceptional member experience through empathetic and solution-focused communication.

About you




Prior experience working within the superannuation industry is essential.
Previous experience in member services, complaints, resolutions or a similar customer-focused environment.
Strong phone-based customer service skills and confidence managing sensitive conversations.
A natural problem solver with a solutions-focused mindset.
Excellent written communication and attention to detail.
Experience using Salesforce or a similar CRM system is highly regarded.
Knowledge of ASIC RG271 or complaints handling is advantageous but not essential.

What's on offer
3-month contract with potential for extension.
$40-$45 per hour + super, depending on experience.
Hybrid working arrangement based in Melbourne CBD.
Join a collaborative team within a respected superannuation organisation.
Immediate start required.

Please note: Due to the urgency of this opportunity, applicants must be available to commence within one week. If you're an experienced superannuation qualified who enjoys speaking with members, resolving issues, and delivering excellent service, we'd love to hear from you.

📌 Resolutions Officer Superannuation Melbourne
🏢 Sharp u0026 Carter Business Support
📍 Melbourne