Complaints Specialist, Superannuation About Vanguard
Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years.
Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified and robust through time.
With more than AUD $7 trillion in assets under management, Vanguard is one of the world's largest global investment management companies.
In Australia, we partner with institutional clients, financial advisers, and individual investors to offer low-cost investment solutions.
The Opportunity
The Vanguard Super Operations team enables the delivery of the defined member experience and operating model, ensuring cost-effective and efficient services are delivered to the fund through partnership with outsourced providers.
Our Operations team are also responsible for managing the relationships with providers and monitoring services delivered.
As part of this team, we are recruiting a Superannuation Complaints Specialist who will be responsible for managing complaints, rules, and processes to ensure delivery of the defined member experience.
What you will do
Ensure that all complaints are actively managed, responded to, and resolved within agreed service standards.
Coordinate and investigate complaint root causes and responses, including speaking to members to understand the issue and drafting dispute resolution letters.
Effectively manage relationships with members, the administrator, the insurer, and other stakeholders as required.
Manage the end-to-end complaints process, ensuring appropriate changes to processes are implemented to address the root cause, where necessary.
Respond to AFCA queries, draft external dispute resolution responses, and participate in conciliation conferences.
Assist with collation, validation, and submission of Complaints reporting to OST and the Complaints Committee as required.
Support the management of incidents, events, insurance, and claims.
What we are looking for
Undergraduate degree in a related field or relevant experience in a similar role.
Demonstrated experience in the investment management, superannuation, or other financial services organisations would be well regarded.
Demonstrated experience in managing matters of high complexity, sound problem-solving, resolution, and decision-making abilities.
Demonstrated experience effectively communicating with members as well as internal and external stakeholders, within a dynamic and fast-paced environment.
Specialisations that will make an impact
Knowledge of regulatory framework and environment including the SIS Act, Stronger Super, APRA prudential standards.
Experience working within a superannuation fund and with external outsourced partners.
Experience managing complaints and the complaints regulator.
RG146 qualified.
Strong superannuation administration background.
Inclusion Statement
Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture.
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.
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