MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day. MUFG Retirement Solutions is the largest business under MUFG Pension & Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast‑paced environment that enables rapid career growth. We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people. This role is ideal for professionals experienced in managing customer experiences – from mission‑led sectors (NFP) to premium hospitality – who are ready to channel those skills into a long‑term career in financial services. About the Role We’re looking for a skilled Complaints & Resolution Specialist to investigate, resolve and respond to escalated customer complaints on behalf of our Trustee Offices. In this role, you’ll deliver high‑quality written and verbal responses within required timeframes, identify systemic issues, and help drive continuous improvement across our operations. If you thrive in a detail‑driven environment, enjoy solving complex issues, and want to help shape better member and employer experiences, this is an excellent opportunity to make a real impact. Key Responsibilities • Manage end‑to‑end complaint investigations, ensuring high‑quality written and verbal responses in line with internal and legislative timeframes • Review files, identify gaps, request further information and prepare well‑reasoned outcomes and recommendations • Identify and escalate high‑risk, high‑net‑worth or media‑sensitive matters to mitigate organisational risk • Analyse complaint trends and contribute to operational improvements that enhance the member and employer experience • Ensure accurate data capture, compliance with authorised policies and procedures, and adoption of best‑practice complaint handling • Solve complex issues by engaging appropriate internal stakeholders and interpreting policies, product rules and regulations • Support external dispute resolution (EDR) investigations and participate in forums relating to trend analysis and process enhancements • Build strong relationships across the organisation and champion a culture that views complaints as opportunities for improvement Experience & Attributes • Strong superannuation industry knowledge • Proven experience in complaint handling, ideally in financial services • Exceptional written communication skills and the ability to translate complex issues into clear, logical responses • Strong analytical and problem‑solving skills with sound judgement • Highly organised with excellent file management, time‑management and attention to detail • Commercially aware, risk‑conscious and outcomes‑focused • Demonstrated ability to work across teams, manage ambiguity and adapt to changing business needs • Empathetic communicator who can navigate sensitive conversations professionally 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 • Talent Referral Program • Salary Sacrificing via Superannuation • Employee Assistance Program • Learning & Development opportunities including education support • Employee discounts – 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 great fit for this 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.
