Senior Resolution Specialist

Senior Resolution Specialist – Australian Retirement Trust Location Brisbane, QLD Why join us? 14% super as standard to help your future come alive. Excellent training and development opportunities to build a proud career. Balance in‑person days at purpose‑built hubs and remote work. Office facilities: end‑of‑trip facilities, yoga room, multi‑faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities and collaborative team spaces. About the Role The Senior Resolution Specialist supports the Business Enablement and Resolutions team by providing high‑quality, consistent expert technical advice to key stakeholders. The role requires accurate, concise responses to member and third‑party complaints, handling escalated superannuation and insurance queries, and acting as a subject‑matter expert in projects and incident resolution. The specialist also serves as a technical escalation point, coaching junior specialists on complex issues. Day to Day Responsibilities Research and analyse complex superannuation issues, including legislation, fund rules, and precedents, to provide timely, accurate advice on escalated enquiries and complex projects. Coach and advise Resolution Specialists on complex matters. Case‑manage and resolve complex and high‑risk complaints within the ART dispute resolution framework, adhering to ASIC RG271 best practice. Apply a professional, empathetic, outcome‑focused approach to dispute management while managing risk and stakeholder expectations. Analyse complaints to identify systemic issues, breaches, or process improvement opportunities for excellent customer service. Represent the Trustee in the full External Dispute Resolution (EDR) process, including conciliation conferences and stakeholder engagement. Develop and maintain relationships with senior management and external stakeholders (Actuary, employers, Government representatives). Provide insights and trend analysis for regular and ad‑hoc complaints reporting to business and external parties. Support complex assessments of trustee obligations such as Binding Death Benefit Nominations, Enduring Powers of Attorney and Family Law Orders. Qualifications and Experience Advanced stakeholder management capability; experience managing multiple external stakeholders to influence complex outcomes. Comprehensive knowledge of superannuation, insurance or related industry legislation, regulation and RG271 complaints legislation. Strong analytical skills with the ability to analyse complex problems and provide balanced solutions. Experience working with customer groups requiring extra help and knowledge of related services and legislation. High resilience with the ability to manage competing workloads and meet deadlines. Superior communication skills – written, verbal and interpersonal across all professional levels. Experience coaching, mentoring and supporting team members. Investigative nature with strong attention to detail and analytical thinking. About Us Our 2.4 million members trust us to care for over $330 billion in retirement savings. 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 where you can be yourself and do amazing work. Apply Online 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 Sunday, 16‑November‑2025. You’ll hear from us after the closing date to find out whether you’ve made it through to the next round. #J-18808-Ljbffr