MUFG

Global bank offering diversified financial services

Complaints & Resolution Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeMelbourne VIC, AustraliaNo salary listed

About the Job

Requirements

Complaints experience and superannuation knowledge are essential.
Strong written and verbal communication skills are required.
Strong file management skills and accountability for completing work are required.
The candidate must be able to identify risks, cost efficiencies, and business improvements.
Strong analytical and problem-solving skills are required, including the ability to express complex responses in a logical and understandable way.
The candidate must be able to articulate and explain outcomes and recommendations clearly and rationally.
The candidate should demonstrate initiative in problem-solving and making pragmatic decisions.
The candidate must demonstrate attention to detail, time management, and organizational skills.
The candidate must be commercially minded, risk-aware, and outcomes-focused.
The candidate must be able to work across organizational boundaries and build strong working relationships with key stakeholders.
The candidate must be able to handle ambiguity and changes in role direction and focus to support business needs.
The candidate must be able to solve complex issues and engage appropriate stakeholders as required.
Candidates must have relevant work rights to be considered.
Successful applicants must complete background screening before commencing employment.

Responsibilities

Investigate, resolve, and provide high-quality responses to escalated customer complaints on behalf of the Trustee Offices within set timeframes.
Achieve organizational, client, and team targets within set timelines while maintaining standards.
Provide a high-quality end-to-end customer experience by telephone, face to face, and through written communications.
Listen empathetically to customer complaints and act promptly to resolve them.
Provide high-quality written responses to client, employer, and member complaints.
Review files, identify gaps, and request further information to progress and finalize complaints.
Identify and report trends and opportunities to improve customer experience.
Identify continuous improvement opportunities in the complaints-handling function and broader knowledge management across MUFG Retirement Solutions Fund Administration.
Identify and escalate high-net-worth or media complaints to mitigate risks.
Report non-compliance with policies or procedures.
Ensure complaints and correspondence are accurately captured and authorized policies and procedures are followed for triage, resolution, and escalation within required timeframes.
Interpret complex policies, product information, and procedures to determine suitable actions and responses.
Provide information to support external dispute resolution investigations and conciliation conferences when requested.
Participate in MUFG Retirement Solutions and Trustee Office forums, as required, concerning complaints reporting, trend analysis, operational process improvements, and preventative actions.
Exercise judgment and make recommendations on complaints management and resolution to support informed decision-making and service improvements.
Meet and maintain service standards across the team, meet commitments, and deliver results to a high-quality standard.

Overview

As a Complaints & Resolution Specialist, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of the Trustee Offices. You will be responsible for achievement of organisational, client and team targets within set timelines ensuring standards are maintained.

The role identifies systemic and material issues and contributes to operational process improvements in order to drive improved member and employer experiences and to ultimately reduce complaint volumes.

Permanent role
Melbourne based

Key Accountabilities and Main Responsibilities

Provide a superior end-to-end customer experience via telephone, face to face and through written communications
Empathetically listen to the customer’s complaints and act promptly to resolve
Provide high-quality written responses to all complaints including client, employer and member complaints
Reviewing files, identifying gaps and requesting further information in order to progress, finalise complaints
Achievement of organisational, client and team targets within SLA and Legislative timeframes
Identify and report on trends and opportunities to improve customer experience Identify continuous improvement opportunities in relation to complaints handling function and broader knowledge management across MUFG Retirement Solutions Fund Administration
Identify and escalate high net worth or media complaints to mitigate risks
Report all non-compliance with policy or procedures
Ensure complaints and correspondence are accurately captured, and authorised policies and procedures are adopted for triage, resolution and escalation to ensure all timeframes for complaints are met, while building a culture that embraces complaints as an opportunity to continually improve services and products
Ensure service standards are met and maintained across the team, meeting commitments and delivering results to a high-quality standard
Interpret complex policies, product information and procedures to determine suitable actions and responses
Provide information to support EDR investigation and conciliation conferences (as requested)
Participation in MUFG Retirement Solutions and Trustee Office forums (as required) related to complaints reporting, trend analysis, operational process improvements and preventative actions
Exercise judgement and make recommendations related to complaints management and resolution to facilitate informed decision making and to drive service improvements

Experience & Personal Attributes

Complaints experience and Superannuation knowledge is essential
Excellent written and verbal communication skills
Excellent file management skills and the ability to take responsibility to ensure work is completed
Continuous improvement focus, with the ability to identify risk, cost efficiencies and business improvements
Strong analytical and problem-solving skills and the ability to express complex responses in a logical and easy to understand way
Ability to articulate and explain outcomes and recommendations clearly and rationally
Displays initiative, particularly when problem-solving and making pragmatic decisions
High level of motivation, innovation and initiative in line with MUFG Pensions & Market Services objectives
Exceptional attention to detail, time management and organisational skills
Commercial, risk aware and outcomes focused
Ability to work across MUFG Pensions & Market Services organisational boundaries and build strong working relationships with key stakeholders
Ability to be deal with ambiguity and change in role direction and focus when required to support the business need
Solve complex issues and engage appropriate stakeholders as required

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 opportunities, 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.

About the Company

MUFG

Global bank offering diversified financial services

MUFG is a major global financial group that provides a wide range of banking and financial services, including commercial and trust banking, securities, credit cards, and asset management. Its products are delivered through a network of domestic and international banks, digital platforms, and financial advisers, offering loans, deposits, payments, investment services, and asset management. MUFG stands out due to its size and scale as one of the world’s largest financial groups, its diversified offerings across banking and securities, and its strong international presence (notably expanding in the U.S. after investing in Morgan Stanley in 2008). Its goal is to support economic growth worldwide by expanding its global footprint and promoting sustainable finance.

Company size: 10,001+
Company stage: IPO
Headquarters: Tokyo, Japan
Founded: 2006

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