Complaints Officer

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Bring your expertise to an industry with purpose, scale and global impact.

At MUFG Pension & Market Services, your skills in customer resolutions and complaints management translate directly into meaningful work supporting millions of Australians. As part of the largest business within a global financial institution, you’ll enter the superannuation sector with strong development pathways, complex client partnerships, and a culture that celebrates diverse perspectives.

About the role

As a Complaints Specialist, you’ll take ownership of complaints end‑to‑end, delivering fair, timely and solution‑focused outcomes. You’ll engage with a broad range of stakeholders and navigate complex issues, ensuring every interaction reflects professionalism, empathy and strong resolution capability.

This is a great opportunity for someone with complaints experience outside of superannuation who brings resilience, excellent communication skills, and a strong focus on first contact resolution.

What you’ll be doing

• Manage complaints from initial receipt through to resolution, ensuring timely, fair and compliant outcomes
• Deliver a high level of first contact resolution, resolving issues efficiently wherever possible
• Communicate professionally with members, employers and internal stakeholders to manage expectations and drive outcomes
• Investigate complaints by analysing policies, products and procedures to determine appropriate actions
• Draft clear, accurate and customer‑focused written responses to complaints
• Identify and escalate high‑risk or sensitive matters, ensuring appropriate handling and governance
• Conduct root cause analysis to identify trends and recommend improvements to reduce repeat complaints
• Maintain accurate records and contribute to continuous improvement initiatives across complaints processes

What you’ll bring

• Proven experience working in complaints, customer resolutions or a similar environment
• Strong written and verbal communication skills, with the ability to handle difficult conversations confidently
• Demonstrated resilience and ability to manage complex or sensitive customer situations
• A solutions‑focused mindset, with strong analytical and problem‑solving capability
• Ability to deliver first contact resolution and manage competing priorities effectively
• High attention to detail and strong organisational skills
• Comfortable working in a regulated, compliance‑focused environment
• Ability to build effective relationships across teams

Some of our Employment Benefits

• Flexible Working – hybrid model enabling our employees to work in the office and at home

• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave

• Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.

• Talent Referral Program

• Salary Sacrificing via Superannuation

• Employee Assistance Program

• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support

• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!

• Novated Car Leasing

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.