James T. Email and Phone Number

As a Complaints Resolution Manager I provided training and mentoring to new Senior Complaints Analysts who were recruited on six month contracts to assist in clearing aged files. I reviewed recommendations made by the Senior Complaints Analysts for approval and provided advice or feedback. Successfully managed a project responsible for closing the remaining insurance premium deduction cases within an eight month timeframe.

As a Senior Complaints Analyst I was required to assess the decision of the Fund based on the evidence received to interpret if it was in accordance with the terms and conditions of their Trust Deed and the relevant superannuation legislation. My assessment included recognising whether the matter could be withdrawn under the Superannuation (Resolution of Complaints) Act 1993 or if an early resolution could be achieved through a compromise of the case. If the matter was not withdrawn or could… Show more As a Senior Complaints Analyst I was required to assess the decision of the Fund based on the evidence received to interpret if it was in accordance with the terms and conditions of their Trust Deed and the relevant superannuation legislation. My assessment included recognising whether the matter could be withdrawn under the Superannuation (Resolution of Complaints) Act 1993 or if an early resolution could be achieved through a compromise of the case. If the matter was not withdrawn or could not be resolved, it had to progress to an independent panel for review to determine the fairness and reasonableness of the Fund’s decision. For the cases that progressed to the independent panel, I had to prepare a report identifying the key components of the complaint. Show less

As a Superannuation Consultant I was required to resolve both member and employer queries. I was required to provide general advice to members regarding their accounts, the superannuation regulations and the products offered by Vicsuper.