Job Description
Full job description
Take hold of a monster opportunity and join our External Dispute Resolutions Team as a Senior Resolutions Specialist. If you’re a good fit for this role we’d love you to apply.
Why join us?
You'll get 14% super as standard, to help your future come alive.
Unleash your potential and build a career to be proud of through excellent training and development opportunities.
Balance your work between in-person days at our purpose-built hubs and working from home.
In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
About the role
We’re looking for a seasoned resolutions professional to join our External Dispute Resolution (EDR) capability within our Business Enablement & Resolutions Team. You’ll manage complex matters escalated to the Australian Financial Complaints Authority (AFCA) and help Australian Retirement Trust meet its dispute resolution obligations through strong judgement, sharp analysis, expert technical advice to stakeholders and member-aware communication.
Day to day, you'll:
Represent ART in the external dispute resolution (EDR) process, including participating in conciliation conferences with AFCA and engaging stakeholders as required.
Manage and resolve complex complaints in line with ART’s Dispute Resolution framework.
Demonstrate critical thinking and application of an objective, outcome-focussed approach to EDR management while managing risk and being sensitive to members’ needs and expectations.
Perform detailed analysis of AFCA complaints with the view to identifying opportunities for process improvement.
Engage with relevant business areas to achieve outcomes and learnings in relation to external disputes.
Operate as a technical escalation point within the team, assisting the Team Leader and Manager by coaching Resolutions Specialists.
This is a permanent opportunity available in all States
About you
It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
You will have extensive experience working in and understanding the superannuation industry or similar environment.
Comprehensive knowledge, understanding and interpretation of superannuation, insurance or related industries legislation and regulation.
You will be able to work successfully within a team in a high-volume customer service work environment.
Strong knowledge of RG271 complaints legislation.
Demonstrated ability to analyse complex problems and provide appropriate solutions that effectively address and balance both customer and business needs.
About us
Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And 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. We've created an environment where you can be yourself and do amazing work. It's that simple.
Apply online now
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 4th May 2026.
We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us – and recruitment is no differe
Take hold of a monster opportunity and join our External Dispute Resolutions Team as a Senior Resolutions Specialist. If you’re a good fit for this role we’d love you to apply.
Why join us?
You'll get 14% super as standard, to help your future come alive.
Unleash your potential and build a career to be proud of through excellent training and development opportunities.
Balance your work between in-person days at our purpose-built hubs and working from home.
In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
About the role
We’re looking for a seasoned resolutions professional to join our External Dispute Resolution (EDR) capability within our Business Enablement & Resolutions Team. You’ll manage complex matters escalated to the Australian Financial Complaints Authority (AFCA) and help Australian Retirement Trust meet its dispute resolution obligations through strong judgement, sharp analysis, expert technical advice to stakeholders and member-aware communication.
Day to day, you'll:
Represent ART in the external dispute resolution (EDR) process, including participating in conciliation conferences with AFCA and engaging stakeholders as required.
Manage and resolve complex complaints in line with ART’s Dispute Resolution framework.
Demonstrate critical thinking and application of an objective, outcome-focussed approach to EDR management while managing risk and being sensitive to members’ needs and expectations.
Perform detailed analysis of AFCA complaints with the view to identifying opportunities for process improvement.
Engage with relevant business areas to achieve outcomes and learnings in relation to external disputes.
Operate as a technical escalation point within the team, assisting the Team Leader and Manager by coaching Resolutions Specialists.
This is a permanent opportunity available in all States
About you
It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
You will have extensive experience working in and understanding the superannuation industry or similar environment.
Comprehensive knowledge, understanding and interpretation of superannuation, insurance or related industries legislation and regulation.
You will be able to work successfully within a team in a high-volume customer service work environment.
Strong knowledge of RG271 complaints legislation.
Demonstrated ability to analyse complex problems and provide appropriate solutions that effectively address and balance both customer and business needs.
About us
Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And 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. We've created an environment where you can be yourself and do amazing work. It's that simple.
Apply online now
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 4th May 2026.
We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us – and recruitment is no differe
💡 Quick Summary
Seeking a career-building opportunity? The Senior Resolutions Specialist (External Dispute Resolution) position is now open for candidates interested in the Work from home Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
