Superannuation Operations Specialist – Complaints
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Job Description
Superannuation complaints specialist reviewing disputes and coordinating fair member outcomes. Improving complaint processes for Future Group, a climate-focused financial services organisation.
Responsibilities:
- Review and support management of complaints across internal dispute resolution and, where required, external dispute resolution processes
- Review complaint information and investigate member concerns
- Review and coordinate complaint responses
- Ensure matters are accurately recorded and progressed within required timeframes
- Work with administrators, insurers and internal teams to gather information and clarify issues
- Support fair and well-reasoned outcomes for members
- Contribute to complaints reporting and insights
- Identify recurring issues, process gaps and potential systemic concerns
- Help improve complaint handling, member communications, operational processes and outcomes
Requirements:
- 2+ years experience in superannuation administration, particularly complaints, or dispute resolution
- Experience investigating member concerns, coordinating information from different teams and preparing or supporting complaint responses
- Understanding of internal dispute resolution and the importance of fair, accurate and timely outcomes
- Ideally, experience working in a superannuation Trustee office, or working closely with a Trustee, RSE licensee or service provider
- Ability to assess information, prepare clear written responses and maintain accurate complaint records
- Strong organisational, stakeholder management and communication skills
- Ability to manage multiple complaints and competing deadlines while maintaining quality
- RG146, or willingness to undertake relevant training where required for the role
- Belief in Future Group’s mission and passion for moving Australia’s money out of fossil fuels and into renewable energy
- Belief in using the power of money to build a sustainable and equitable world
- Nice-to-have: experience handling complex or sensitive member complaints
- Nice-to-have: experience supporting AFCA matters or systemic issue investigations
Benefits:
- A purpose-driven organisation contributing to climate change and inequality impact
- B Corp organisation
- AFR's Best Place to Work 2026 awards
- Flexible work arrangements, including school drop-offs/pick-ups and lunch-time gym sessions
- Choice to work from home, co-working spaces, anywhere within Australia, or overseas for a short period
- Potential participation in the Employee Share Ownership Program
- Fun company-wide events
- Menstrual and Menopausal Leave
- Public holidays swaps
- Cultural Leave
- Self Care Leave
- Gender Affirmation Guidelines and Leave
- Employee network groups including SuperGenders, SuperGlobal and SuperPride
- 20 weeks’ paid parental leave for birthing and non-birthing parents of all genders
- Laptop for remote work
- Allowance for working-from-home setup
- Employee Assistance Program (EAP)
- Ability to purchase leave
- Novated leasing arrangements for electric vehicles
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