Resolutions Officer

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 ...