Resolutions Specialist

We're all about helping our members make the most of their money. And while they go after their goals, you can too.

As a Resolutions Specialist, you'll play a key role in supporting the Member Resolutions team to deliver high-quality, consistent advice and outcomes across escalated enquiries, complaints, and incidents.

You'll research complex issues, interpret legislation and fund rules, and provide clear, accurate responses within tight timeframes. Your work will directly support fair member outcomes, regulatory compliance, and continuous improvement across the business. You'll also contribute your expertise to projects and help identify trends, risks, and opportunities through complaints analysis.

This is an excellent opportunity to deepen your superannuation or insurance expertise while working in a collaborative, high-performing team that values courage, empathy, and excellence.

We have permanent and 12-month opportunities available, based in Brisbane.

Responsibilities

Day to day, you'll:

• Manage and resolve complaints in line with dispute resolution frameworks and RG271 requirements.
• Research legislation and fund rules to provide timely and accurate advice on escalated enquiries.
• Apply critical thinking to deliver fair, balanced, and member-focused outcomes.
• Represent the Trustee in external dispute resolution matters, including preparing submissions to AFCA.
• Partner with internal teams to communicate outcomes, insights, and improvement opportunities.
• Analyse complaints data to identify trends, risks, and areas for improvement.
• Support trustee-related activities including assessments of nominations and legal arrangements.
• Maintain high standards of integrity, professionalism, and attention to detail.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You bring a strong passion for customer service and delivering positive outcomes.
• Your understanding of superannuation, insurance, or legislation is strong or quickly developing.
• You'll analyse complex issues and provide solutions that balance member and business needs.
• You're experienced in supporting customers who may require additional care or assistance.
• You have well-developed written and verbal communication skills across varied stakeholders.
• Your ability to thrive in a high-volume, deadline-driven environment sets you apart.
• You'll demonstrate resilience, professionalism, and accountability in your work.
• You're collaborative and enjoy working as part of a team to achieve shared goals.

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace.

We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now.

Applications close 12 July 2026.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

Why join us

Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

• You'll get 14% super as standard, to help your future come alive.
• Build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.