IDR Case Manager

• Make a difference, make it meaningful
• Permanent full-time, Melbourne / Sydney
• Champion the voice of the customer

The opportunity to join our team

We’re looking for a passionate and experienced complaints handling professional to join our Internal Dispute Resolution (IDR) team. If you have a background in superannuation or insurance and are driven by making things right for customers, we’d love to hear from you.

In this role, you’ll manage and resolve complaints on behalf of MLC’s Trustees and Responsible Entities. You’ll investigate and respond to complaints with empathy and care, working to restore trust and improve customer experience – all while ensuring compliance with regulatory requirements (RG271).

Key Responsibilities:

• Manage the investigation and resolution of internal and external (AFCA) complaints to industry best practice.
• Contact complainant by phone, email and/or post to resolve complaints to prevent further escalation (to AFCA).
• Provide clear written responses - within regulatory timeframes - to complainants outlining our position.
• Recognise possible trends in complaint root causes (or potential systemic issues) and highlight process improvement to the relevant parts of the business.
• Deliver an outstanding customer experience to build advocacy and trust for our members.
• Develop and maintain excellent relationships with all internal stakeholders.
• Ensure all obligations are adhered to in carrying out duties.

What you will bring:

• Experience managing complaints and resolving complex customer issues, ideally within superannuation, pension, investment, insurance, or financial services
• A strong understanding of RG271 and complaint handling principles
• Proven ability to provide clear, customer-focused written and verbal communication
• Strong analytical and investigative skills, with attention to detail
• Excellent time management and the ability to meet strict deadlines
• Confidence dealing with a range of stakeholders and collaborating across teams
• A genuine commitment to delivering exceptional customer experience
   

This role offers the chance to truly make a difference in members’ lives, while working in a supportive, purpose-driven team. If you're ready to apply your complaints handling expertise in a values-based organisation, apply now.

To Apply

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team.

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.