Complaints Resolution Officer

About the role

The Complaints Resolution Officer (CRO) position is part of the Complaints Team at CBUS, which exists to identify, resolve and mitigate escalated complaints through continued refinement and implementation of best practice complaints handling in accordance with the intention and operation of ASICs RG271. Key areas of focus for the CRO position include working effectively with internal and external stakeholders to effectively manage a portfolio of complaints, providing exceptional service to complainants and making decisions to resolve complaints directly or through the Ombudsman.

Key Accountabilities

• Build and maintain strong relationships with internal and external stakeholders through clear and proactive communication, engaging early and proactively to ensure speedy resolution
• End to end management of a portfolio of Internal Dispute Resolution (IDR) and AFCA referred complaints, which can involve providing AFCA with detailed submissions.
• Apply best practice complaint handling and maintain complete complaint records in accordance with ASIC’s RG271 and CBUS standards
• Robust application of the Funds Error Rectification Policy and CBUS Complaints’ decision-making principles, to ensure fair, considered and sound complaint outcomes
• Maintaining consistent and empathetic communication with complainants throughout the life of the complaint, offering personalised and proactive support with clear explanation of issues and resolution pathways, verbally and in written correspondence.
• Advocating for members where opportunities arise, assisting with identification of root causes and trends, consider process changes and enhancements to reduce complaint volumes and make improvements

What will you bring?

• Experience in a similar Complaints Resolution Officer or Dispute Resolution Officer in Superannuation, Financial Services, Insurance or a similar industry
• Strong analytical and investigation skills, including root cause analysis and clear communication of findings
• Proven ability to simplify complex superannuation concepts for diverse audiences and delivery high quality written and verbal communication
• Demonstrated strong stakeholder relationship management, resilience and a commitment to exceptional service and complaint resolution
• Strong technical knowledge and understanding of relevant legalisation and RG271

Belong at Cbus

We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We’re looking for people of all genders, races, nationalities, orientations and of all abilities to join us.
   
We’re keen to hear from you
If you've read through the requirements of this role and you feel like you haven’t fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via ••••@cbussuper.com.au
  
Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website, cbussuper.com.au/careers
  
Applications Close: 14 August 2026
This is a full time position based in Melbourne
  
Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team.  Should external assistance be required we will reach out to our preferred agency partners, Thank you.

About Cbus

Created by workers, for workers, Cbus Super is one of Australia’s most successful Superannuation funds. For almost four decades we’ve proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we’ve been recognised for the benefits provided to our members and our innovative investment approach.  All while staying committed to our member first ethos as a proud Industry Fund.