Description

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Resolutions Specialist, you'll support the Member Resolutions team by researching and resolving complex complaints, escalated superannuation and insurance enquiries, and stakeholder requests.

You'll provide clear, concise and accurate advice, contribute to incident resolution, and help identify opportunities to improve member experiences and business processes. The role also provides an opportunity to develop specialist knowledge across superannuation, insurance, complaints management and regulatory requirements. Based within Member Resolutions, you'll work closely with a range of stakeholders to deliver consistent outcomes while managing risk and maintaining a member-focused approach.

This role is a permanent opportunity and is based in Brisbane.

Responsibilities

Day to day, you'll:

- Manage and resolve member complaints in line with dispute resolution frameworks and complaints management requirements.
- Research complex issues and provide accurate responses to member, insurer and third-party enquiries.
- Apply critical thinking to achieve fair outcomes while balancing member needs and business requirements.
- Partner with stakeholders across the business to communicate outcomes, insights and actions.
- Analyse complaints data, identify trends and highlight potential risks and improvement opportunities.
- Support incident resolution activities and contribute specialist subject matter expertise.
- Help identify systemic issues and drive continuous improvement initiatives.





Qualifications 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:

- You have experience delivering exceptional customer service and creating positive customer outcomes.
- Your understanding of superannuation, insurance or related legislative environments enables you to navigate complex matters effectively.
- You'll bring robust analytical skills and the ability to balance customer and business needs when solving problems.
- You're experienced working with customers who require additional support and care.
- You possess well-developed written and verbal communication skills and can tailor messaging to different audiences.
- Your background includes working successfully within a team-based, high-volume service environment.
- You'll demonstrate resilience, sound judgement and the ability to manage competing priorities.
- You're committed to collaborating with others and maintaining high professional standards.
- You may hold relevant tertiary qualifications or be undertaking further study.
- Your experience in superannuation, insurance or RG271 complaints management will be highly regarded.

Why join us? Bring your potential to Australian Retirement Trust and unleash our monster possibilities:





- You'll get 14% super as standard, to help your future come alive.
- 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.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people. By applying, you agree to the use of these technologies as part of the recruitment process.

About us

Our 2.4 million members trust us to take care of around $375 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.

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 4th of October 2026.

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 significant to us - and recruitment is no different.

📌 Resolutions Specialist (Brisbane)
🏢 Australian Retirement Trust
📍 Brisbane