Dispute Resolution Representative

About the organisation

More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world.

HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a real difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members – and we are proud to serve them. As part of your role, you will also identify and develop opportunities to continually improve and enhance services to our members.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

The opportunity

As a Dispute Resolution Representative, you are responsible for ensuring the fair, effective and timely resolution of complaints, in accordance with Fund and regulatory requirements.  Reporting into the Member Care Manager, you will be required to manage your own caseload of external dispute resolution (EDR) cases and oversee internal dispute resolution (IDR) complaints. Undertaking detailed investigations and analysis of complex issues in relation to a broad range of complaints will be part of your day-to-day responsibilities.

This role will require you to engage with complainants and other external parties (including External Dispute Resolution Schemes) to ensure the efficient and fair resolution of complaints, complying with the Fund complaints framework and regulatory requirements. At all times, you will be expected to act in the best interests of members and their beneficiaries.

About You

You will possess experience in complaint resolution, claims/case management or insurance/claim administration, and ideally, you will have performed in a similar role within the superannuation or life insurance sectors.  You will have demonstrated the ability to understand and interpret policies underpinned by strong technical knowledge and experience, as well as experience in drafting detailed and comprehensive findings and responses to complainants.  Skills that you will be able to leverage in performing this role will be your excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.  Further, your ability to think critically and make logical decisions, and to work autonomously and pro-actively to meet deadlines will be crucial. Finally, your ability to display empathy and to build rapport with complainants to provide them with comfort and understanding throughout the complaints process is critical.

Difference is valued

HESTA celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. They are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

To find out more about this exciting opportunity, please don't hesitate to contact Chris Goulas at Care Recruitment on 03 8560 7013 or 0403 128 127.

Applications will close once appointments have been made.