Resolutions Officer Hybrid

Make a meaningful difference by resolving complex member matters with care and confidence in a 12-month fixed term Resolutions Officer role.

How will you make an impact? 

Are you passionate about making a positive impact on our members' journey to a dignified retirement? 

As a Resolutions Officer in a 12-month fixed term position, you will play a critical role in upholding our commitment to putting members first. Acting as a key liaison between Hostplus, our internal stakeholders, external administrators and the (AFCA), you will help ensure member complaints are managed fairly, professionally and with empathy. Your work will contribute to resolving complex issues, identifying opportunities for continuous improvement, and strengthening the overall member experience. 

The opportunity 

Reporting to the Resolutions Manager, in this 12-month fixed term opportunity you will manage AFCA complaint notifications, coordinate investigations with internal stakeholders, prepare comprehensive responses and maintain accurate records to support regulatory compliance and reporting requirements. 

You will collaborate across the business to gather information, formulate responses and identify trends or systemic issues that can drive better outcomes for our members. This is an excellent opportunity for someone looking to deepen their experience in complaints management, dispute resolution and financial services governance within one of Australia's leading industry super funds. 

About you 

You bring experience within financial services, ideally with exposure to complaints handling, dispute resolution or superannuation. You are highly organised, detail-oriented and possess strong written communication skills, enabling you to prepare clear, balanced and well-supported responses to complex matters. You thrive in a collaborative environment, are confident engaging with a range of stakeholders and enjoy solving problems while maintaining a member-centric approach. 

To be successful, you will ideally have: 

• Experience in financial services, preferably within superannuation or complaints management. 
• Strong analytical and investigative skills with the ability to assess information and formulate recommendations. 
• Excellent written and verbal communication skills. 
• The ability to manage competing priorities and work effectively under deadlines. 
• A tertiary qualification and RG146 compliance, or willingness to obtain. 

What can we offer you?

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

• We contribute 3% more to your super on top of the standard employer amount
• A hybrid and flexible work environment
• Additional paid leave over Christmas and New Year
• Additional 5 days paid “flex leave”, so that you can take time out when you need it
• Total Wellness Program, including benefits such as free flu shots, comprehensive EAP support, access to medical experts and wellness related events throughout the year
• Community service leave
• Salary continuance insurance

Just to name a few!

About us

At Hostplus, we passionately provide around 1.9 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

Our commitment to diversity and inclusion

We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.

We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at talent@hostplus.com.au and to let us know how we can support.

How do I apply?

If you are interested in this opportunity, please follow the prompts to make an application.

We have a responsibility to act in the best interests of our members. As part of this, all employment offers are subject to the successful completion of pre-employment screening requirements. These include, but are not limited to, a National Police Check, Bankruptcy and Insolvency Check, and verification of qualifications and professional credentials.

Applicants must also have current and unrestricted work rights in Australia, as sponsorship is not available for this role.