Complaints & Resolution Specialist

Bring your expertise to an industry with purpose, scale and global impact.

At MUFG Pension & Market Services, your skills in customer resolution, complaints management, operations, risk, or stakeholder engagement can be applied in meaningful work that supports millions of Australians. As part of Australia's leading superannuation administration business within a global financial institution, you'll join a collaborative team focused on delivering exceptional customer outcomes, driving process improvement, and resolving complex issues with professionalism and care.

About the role

As a Complaints & Resolution Specialist, you will investigate and resolve escalated customer complaints while delivering exceptional service outcomes across a range of stakeholders. You will manage complex cases, identify trends and improvement opportunities, and contribute to initiatives that enhance customer experiences and reduce complaint volumes.

This is an ideal opportunity for an experienced complaints, customer advocacy, dispute resolution, or case management professional looking to apply their expertise in a highly regulated and purpose-driven environment.

Key Responsibilities

• Investigate, manage and resolve escalated complaints within required service and legislative timeframes.
• Prepare high-quality written responses and communications to customers, employers, clients and other stakeholders.
• Effectively manage complex issues and escalations while engaging relevant stakeholders to achieve timely resolutions.
• Review case files, identify information gaps, and gather additional information required to progress matters.
• Analyse complaint trends, identify systemic issues, and recommend continuous improvement opportunities.
• Interpret policies, procedures and product information to determine appropriate outcomes and recommendations.
• Identify and escalate high-risk, sensitive or potentially reputational matters in accordance with governance requirements.
• Contribute to operational process improvements that enhance customer experiences and reduce future complaint volumes.

About You

To be successful in this role, you'll bring:

• Strong experience in complaints handling, dispute resolution, customer advocacy, case management, or a similar customer-focused environment.
• Excellent written and verbal communication skills with the ability to explain complex information clearly and professionally.
• Proven ability to manage escalations and navigate challenging customer conversations with empathy and professionalism.
• A strong continuous improvement mindset with experience identifying process enhancements and operational efficiencies.
• Excellent analytical and problem-solving skills with sound judgement and decision-making capability.
• Strong organisational and file management skills with exceptional attention to detail.
• The ability to build effective relationships and work collaboratively across multiple stakeholder groups.
• Resilience, adaptability, and the ability to work effectively in a changing environment.
• A commercial mindset with strong risk awareness and a focus on delivering positive customer outcomes.

Why Join MUFG Pension & Market Services? Some of our Employment Benefits

• Flexible Working – hybrid model enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating 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.