Job Description

Overview

Thoroughly investigate and resolve service complaints and causes of customer dissatisfaction, in line with procedures, regulatory requirements and client service level agreements. Work closely with other functions, business areas and clients to provide the very highest level of customer service identifying and reporting root causes of dissatisfaction and complaints, identifying actions and process, procedural improvements and training to reduce the incident of complaints and dissatisfaction

Key Accountabilities and Main Responsibilities

Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements. Undertake and report root cause analysis, identifying trends and issues that arise by process, product or complaint type, including gaps in policies, procedures and training. Identify opportunities to build positive customer relationships and provide excellent customer service. Review the outcome of appeals handled by both the company, client and / or Trustee, ensuring that results and learnings are understood and that complaint handling procedures, guidelines and local processes are amended accordingly. Developing and delivering accurate and effective responses, via both written and verbal communication. Resolving complaints amicably, considering any level of redress for distress and inconvenience. Acting as a key contact for regulatory and ombudsman referred complaints. Act as a central point of reference for complaints Provide timely and thorough feedback where there are learning points for individuals and teams. Provide coaching to the operational teams regarding complaint outcomes and causes Encourage active compliant resolution at first point of contact and where ever possible by verbal and direct channels Ensure that all complaint processes and procedures are kept up to date

Experience & Personal Attributes

Experience of working in financial services organisations and/or customer service environment. Knowledge and experience of complaint procedures and regulatory requirements. Professional manner when dealing with complex complaint cases A general awareness of products / services & systems used within the company Strong communication skills, telephone, written and face to face Good PC skills including knowledge of Microsoft Word, Outlook and Excel Ability to take ownership and make decisions Sound negotiation skills, when dealing with complex/ financial complaint cases Analytical experience and ability to identify trends and root cause Ability to remain calm under pressure and provide measured and well-articulated responses Ability to coach and feedback effectively to teams and individuals, peers and senior managers Proven experience within the Financial Services/Insurance Industry Process improvement skills Service excellence knowledge MI development and interpretation Relevant complaints/financial services qualifications Embraces change and continuous improvement Effective interpersonal skills Team working and collaboration Ability to influence teams and individuals Proactive and solution focussed Evidenced good role model behaviours Strong and effective communication skills both verbal and written

MUFG Pension & Market Services is 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.



Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.


By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.


MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.


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 the MUFG Pension & Market Services journey 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.


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.