This is a Member and Incident Resolution Specialist role with Aware Super based in Sydney, NSW, AU Aware Super Role Seniority - mid level More about the Member and Incident Resolution Specialist role at Aware Super Your SUPER career starts here As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world. Sound good? Learn more about us and what we do at aware.com.au Your New Role We're looking for a Member & Incident Resolution Specialist to join our Protect Value Stream, where we deliver easy, fast and personal experiences when our members need us most. In this role, you'll take end-to-end ownership of insurance-related incidents and escalated member issues including investigating, resolving, remediating and closing matters with care, clarity and accountability. You'll work closely with internal stakeholders across Member Engagement, Continuous Improvement, Member Experience and Complaints to ensure strong outcomes for members and the fund. This is a great opportunity for someone with superannuation or financial services experience who enjoys solving complex problems, engaging directly with members, and working in a risk-aware, regulated environment. Please note we have a permanent and 12month contract opportunity available. Some responsibilities include: Case manage incidents and escalated complaints from investigation through to remediation and closure; Conduct root cause analysis, maintain accurate records in GRC systems, and ensure incidents meet SLA and regulatory requirements; Communicate directly with affected members via phone, email and other channels to manage expectations and provide clear, empathetic updates; Determine and authorise remediation within delegated authority, or coordinate approvals where required; Partner with internal stakeholders to resolve complex issues and prevent re-occurrence; Identify trends, improvement opportunities and control gaps, providing insights to strengthen processes and member outcomes; Support broader incident management activities during periods of high volume; and Contribute to risk, compliance and quality assurance activities aligned to the 3 Lines of Accountability model. How do you exceed our expectations? The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple; Relevant tertiary qualification (Finance, Commerce, Business or similar) or equivalent experience; RG146 compliance in superannuation (preferred but not essential); Proven experience in superannuation, financial services or a customer-focused operational environment; Demonstrated experience resolving incidents and complaints, ideally within superannuation or group life insurance; Strong investigation, root cause analysis and problem-solving skills; Ability to interpret and apply legislation, policy and regulatory requirements (ATO, ASIC, APRA, Centrelink); Excellent written and verbal communication skills, with confidence engaging directly with members and senior stakeholders; Resilience and the ability to perform well in a fast-paced, changing environment; You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow. Employee Experience We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life. Why you'll love working at Aware Super: Have a super impact: You'll think big and care deeply to help more Australians live their best lives in retirement. Be part of something super unique: You'll work to reshape super and retirement. We'll invest in your growth and give you the opportunity to work on career-defining projects. Work with super humans: You'll work hard and innovate, but also have some fun along the way. Feel super cared for: We'll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones. The Aware Super difference At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Aware Super team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Case managing incidents Conducting root cause analysis Communicating with members Key Strengths Investigation skills ️ Communication skills Problem-solving skills RG146 compliance Root cause analysis Customer service experience A Final Note: This is a role with Aware Super not with Hatch.
