Specialist, Complaints Prevention
Vor 6 Tagen
Specialist, Complaints Prevention & Insights About Cbus Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds.
For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry.
As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach.
All while staying committed to our member first ethos as a proud Industry Fund.
About your role As the Specialist, Complaints Prevention & Insights, you'll deliver critical reporting highlighting complaint themes, trends, systemic issues, and key risk indicators.
Your role will involve closely collaborating with cross-functional teams to ensure we meet regulatory obligations and continuously improve the quality of our complaint handling.
Through your work, you'll have the chance to drive meaningful change and enhance the overall member experience.
What you'll be doing Design & maintain a robust reporting schedule, ensuring accurate and timely data delivery.
Engage with the data and engineering teams to align complaint data preparation with any upstream changes.
Oversee the preparation and distribution of monthly and quarterly complaint insights reports, with commentary and actionable recommendations.
Collaborate with the Quality Assurance and Training Specialist to build performance reports and track the Administrator's quality metrics.
Work with external survey data (Chant West, Super Ratings) to provide insights into the success of member experience and complaint resolution.
Lead Data Aggregation efforts from insurers, consolidating all complaints data for reporting.
Assist in developing AI-driven insights to improve complaint analysis and prevention efforts.
Ensure the accurate preparation of ASIC and APRA reporting, ensuring full compliance with regulatory requirements.
Prepare at-fault/systemic issues reporting, leveraging Archer Risk System data.
About you Excellent data and analytics skills with the ability to create insights that drive improvement.
Advanced working knowledge of Salesforce, Power BI, Tableau, and Excel.
Exceptional ability to prioritise and manage competing priorities, meeting deadlines while maintaining accuracy.
Collaborative, with the ability to build rapport with both internal and external stakeholders.
Working knowledge of superannuation, focusing on complaint resolution and prevention.
Belong at Cbus We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles.
We believe that, with diversity of perspectives and experiences, you get better teams and outcomes.
We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.
We're keen to hear from you If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply.
We're aware of accessibility barriers when it comes to applying for a job and we want to help.
If you require assistance with your application, please contact our Talent Acquisition Team via Applications Close: 29th October, interviews may commence earlier.
This position is based in Melbourne.
All applicants must have working rights in Australia to be considered.
Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team.
Should external assistance be required we will reach out to our preferred agency partners, Thank you.
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