Dispute Resolution Representative | 12 Month Max Term Contract

Careers with Impact

More than one million Australians trust us with their money, and that trust shapes how we work every day. Our members sit at the centre of everything we do, guiding our decisions and the impact we strive to make.

We’re looking for people who are purpose-driven and accountable, who value inclusion and collaboration, and who are proactive in managing risk to protect our members’ long-term outcomes. In return, you’ll be part of an organisation where your work contributes to strong returns, real-world impact, and a culture that reflects the communities our members serve.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

As a Dispute Resolution/Member Care Representative, you will play a critical role in ensuring member complaints are resolved fairly, efficiently and compassionately. Reporting to the Member Care Manager, you’ll manage a diverse caseload of both Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) matters, helping deliver positive member experiences during some of their most challenging circumstances. This is an opportunity to combine your analytical skills, investigative expertise and empathy to make a genuine difference in the lives of our members and beneficiaries.

What You’ll Do

• Manage end-to-end complaint resolution across IDR and EDR cases.
• Conduct thorough investigations into complex complaints, gathering and analysing information from multiple sources.
• Engage with complainants, beneficiaries and external dispute resolution bodies to facilitate fair and timely outcomes.
• Prepare detailed findings, recommendations and responses that are clear, balanced and evidence based.
• Identify root causes, trends and opportunities for continuous improvement across member processes and experiences.
• Contribute to complaints reporting, insights and data analysis to support business improvement initiatives.
• Ensure compliance with HESTA’s complaints framework and relevant regulatory obligations.
• Always act in the best interests of our members and their beneficiaries.

What You’ll Bring

You’re a customer-focused professional who thrives on solving complex problems and achieving fair outcomes. You bring a balanced approach, combining strong technical capability with empathy, resilience and sound judgement.

You’ll ideally bring:

• Experience in dispute resolution, complaints management, claims administration, insurance or case management.
• Exposure to superannuation, insurance, financial services or a highly regulated environment.
• Experience investigating complaints, identifying root causes and responding to external dispute resolution bodies.
• Strong analytical and critical-thinking skills with the ability to interpret policies, legislation and complex information.
• Exceptional verbal and written communication skills, including drafting detailed findings and professional responses.
• The ability to build trust and rapport with complainants while demonstrating empathy and professionalism.
• Experience working with reporting, insights and data to support decision-making and continuous improvement.
• Intermediate to advanced Microsoft Office skills.
• Qualifications in Law, Dispute Resolution or related discipline will be highly regarded.

If you’re looking for a role where you can combine purpose, problem-solving and member advocacy to make a meaningful difference every day, we’d love to hear from you.

Benefits that matter and make a difference for our employees
 

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
• Your professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.
 

Please note: Applications via recruitment agencies will not be accepted for this position.