Resolutions Officer - Melbourne VIC, Australia

How will you make an impact? · You'll turn facts into fair outcomes. As a Resolutions Officer, you'll help manage member complaints through AFCA, craft clear, evidence‑based responses, and spot opportunities to reduce issues at the source—so members get timely, transparent resolu ...

Job description

How will you make an impact?

You'll turn facts into fair outcomes. As a Resolutions Officer, you'll help manage member complaints through AFCA, craft clear, evidence‑based responses, and spot opportunities to reduce issues at the source—so members get timely, transparent resolutions.

The opportunity

As a Resolutions Officer, much of your time will be spent liaising with internal stakeholders—clarifying issues, gathering documentation, and updating the complaints management system. You'll prepare clear, well-reasoned responses that outline Hostplus's position. Accurate record-keeping is essential, as is collaborating with colleagues to identify trends and systemic issues that can help reduce future complaints. You'll also assist with reporting and, occasionally, support the preparation of materials for litigated matters.

This role is ideally suited to a graduate, paralegal or someone with experience in complaints handling in the financial services sector, particularly those who thrives on detail, enjoy problem-solving, and are eager to build expertise in dispute resolution, compliance, and member advocacy. If you're analytical, a strong communicator, and comfortable working both independently and as part of a team, you'll find this position rewarding.

• Own the intake and tracking of AFCA matters, keeping cases moving and stakeholders informed.
• Gather evidence from across the business and distil information into persuasive, well‑structured responses that clearly set out our position.
• Maintain accurate records for knowledge management and reporting and prepare materials and reports for the Resolutions Manager.
• Identify trends and potential systemic issues that improve our processes and reduce complaints over time.
• Ideal for an early‑career professional seeking to gain experience in the financial services or superannuation industry.

About you

• Exposure to financial services/superannuation or complaints handling is a plus, not a must—your curiosity, judgement and professionalism matter most.
• Strong written advocacy and analytical skills; you enjoy turning detail into clear arguments.
• Would suit a graduate who has worked in the financial services, superannuation or insurance sector
• Collaborative communicator who can engage confidently with stakeholders and meet deadlines.
• Tertiary qualification required
• RG146 compliant or willing to obtain (support available).

What can we offer you?

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

• Hybrid and flexible work environment
• 15% superannuation
• Additional paid leave over Christmas and New Year
• Additional 5 days paid "flex leave", so that you can take time out when you need it
• 18 weeks paid parental leave
• Total Wellness Program, including benefits such as free flu shots, comprehensive EAP support, access to medical experts and wellness related events throughout the year
• 3 days community service leave
• 4 weeks paid gender affirmation leave
• Access to long service leave at 5 years
• Access to subsidised financial advice
• Dedicated per person development budget to support your growth

Just to name a few

About us

At Hostplus, we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

Our commitment to diversity and inclusion

We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.

We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at and to let us know how we can support.

How do I apply?

If you are interested in this opportunity, please follow the prompts to make an application.

We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check. Applicants must have current and unrestricted work rights in Australia (sponsorship is not available for this role).