About Us
Australian Ethical is one of Australia’s fastest-growing super fund and ethical investment managers. We are ASX-listed with over $13.5 billion in funds under management and offer a selection of award-winning managed funds and superannuation products.
Our purpose is to invest for a better world, and we have been pioneers in this space for almost 40 years. For us, investing has two aims – generating solid financial returns and a positive impact for people, planet, and animals. At Australian Ethical, we prove that money can be a force for good. We do this by staying true to our purpose, which is embedded throughout our organisation and drives our everyday activities as a business, investor, brand, employer, and corporate citizen. We’re a registered B Corp and fully committed to an inclusive, equitable and forward-thinking workplace culture.
Your New Role
In this 14 month contract role as Customer Care Specialist, you will play a critical role within the Service and Delivery team, overseeing timely and effective complaint resolution in line with legislative requirements. You will also contribute to an enhanced member experience, whilst fostering a culture of continuous improvement.
Key Responsibilities Include:
- Manage member complaints end-to-end, ensuring fair outcomes and compliance with legislative requirements
- Support day-to-day service delivery by partnering with outsourced administrators to meet performance metrics and resolve operational issues promptly
- Provide regular management reporting, including trend analysis and recommendations to optimise service performance and client outcomes
- Manage incidents and controls, including SuperMatch fraud monitoring, investigation, resolution and summary reporting
- Understand, assess and implement regulatory and process changes impacting superannuation operations
- Support the Trustee Office with superannuation operations activities and related administration
- Optimising operational excellence and the client experience by identifying opportunities and promoting a culture of continuous improvement
- Contribute to business projects and provide flexible support across the Service & Delivery team, including member servicing via phone, email and digital channels
What we’re looking for
You’re an empathetic customer care professional with experience supporting members across superannuation/managed funds or insurance. You can prioritise requirements, manage high-volume complaints, and deliver fair, compliant solutions.
What you’ll bring:
If you are customer-centric, solutions-focused and have most of the following, we’d love to hear from you:
- 2+ years’ experience in a client service/complaints role in superannuation/managed funds or insurance.
- Working knowledge of SIS legislation and the ability to interpret legislative and regulatory requirements
- Broad understanding of financial services administration systems and processes
- Sound written and verbal communication, negotiation and problem-solving skills, with a member-first approach to achieving fair outcomes.
- Proficiency with standard office software and financial management systems, and demonstrated high level understanding and ability to use Microsoft Excel to analyse and interpret data
- Ability to work independently and collaboratively with team members across varying disciplines, contributing to continuous improvement initiatives.
- Strong organisational skills to prioritise competing demands and deliver outcomes within tight timeframes
- Proven experience improving complaint handling and enhancing member experience through quality monitoring, and contact centre capability uplift
- Relevant qualifications (including RG146) are desirable.
- Alignment with and demonstration of organisational values – Authenticity, Action, Connection, Curiosity and Empathy