Complaints Officer

The Complaints Officer, MRT Support acts as a key operational link between Australian Super and MUFG administration teams, supporting the end-to-end management of complaint-related administrative requests.

The role triages and allocates incoming requests, coordinates work across operational teams, monitors progress against agreed service levels, reviews completed work for accuracy and completeness, and provides clear outcomes and updates to the Trustee. The role also supports effective escalation, accurate records, risk management and continuous improvement across the complaints support process.

• Permanent role
• Based in Melbourne CBD

Key Accountabilities and main responsibilities

Strategic Focus

• Support a consistent, member-focused complaints support service aligned with client, regulatory and business requirements.
• Identify trends, recurring issues, root causes and opportunities to improve processes, controls and service outcomes.
• Contribute operational insights and data to reporting, service reviews and continuous improvement initiatives.

Operational Management

• Triage and allocate complaint-related administrative requests to the appropriate MUFG administration teams.
• Monitor and drive assigned work through to completion within agreed SLA timeframes, following up with stakeholders where required.
• Coordinate work across operational teams and support investigation requests by gathering relevant information and documentation.
• Review completed work for accuracy, completeness and alignment with the request before returning outcomes.
• Provide clear updates to the Trustee, including whether the request is resolved or further information or action is required.
• Coordinate with business units to ensure actions are completed and member concerns are addressed efficiently.
• Maintain accurate complaint support records, case notes and data across relevant internal systems.

People Leadership

• Work collaboratively across teams and build effective relationships with operational, client and support stakeholders.
• Share knowledge, provide process guidance and contribute to a positive, accountable and quality-focused team environment.
• Escalate barriers, capacity concerns and emerging issues to the Team Leader in a timely manner.

Governance & Risk

• Escalate high-risk, high-profile or sensitive complaints in accordance with applicable escalation pathways.
• Apply relevant procedures, controls, privacy obligations and regulatory requirements when handling complaint-related information.
• Identify and report potential incidents, control gaps, data-quality concerns and process risks.
• Support reporting activities, audit readiness and continuous improvement initiatives.

About You

• Experience in superannuation administration, complaint handling or dispute resolution within financial services or another regulated industry.
• Strong organisational and time-management skills, with the ability to manage multiple tasks, competing priorities and SLA-driven workloads.
• High attention to detail and a strong focus on accurate, complete and quality outcomes.
• Strong written and verbal communication skills, with the ability to provide clear and professional updates.
• Well-developed stakeholder engagement skills and the ability to work collaboratively across operational teams.
• Strong analytical and problem-solving skills, including the ability to identify trends, investigate issues and support practical improvements.
• A proactive, accountable and continuous-improvement mindset.
• Superannuation industry knowledge and experience at an operational level.
• Tertiary qualifications in Business or a related discipline are desirable.
• ASFA RG 146 Superannuation qualification or equivalent is desirable.

Some of our Employment Benefits

• FlexiWorks – 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.

Background Checks

Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.