glenn mackieson

* As a senior complaint analyst my role is to identify what information is pertinent in assisting the Tribunal to make a decision, providing a detailed analysis allowing the Tribunal to fulfil its statutory obligations. To gather information analysts contact all parties in order to examine the merits of the complaint including the Complainant, Trustee, Insurers and any other potential stakeholder. * Extensive stakeholder contact * Analysis of decisions and decision making process undertaken by Trustee offices for all facets of superannuation including accumulation, pension and defined benefit accounts. * Analysis of Income Protection claims * Analysis Total and Permanent Disablement claims * Analysis of Death claims and distribution of accounts * Complaint reviews to see if the complaint is within jurisdiction. * Withdrawal of complaints that are misconceived or lacking in substance. * Withdrawal of complaints that are outside of jurisdiction. * Informal conciliation between parties. * Continuous improvement.

* Member escalations and complaints investigation and resolution. * Working with internal and external parties to solve member complaints and escalations. * Staff training * Internal specialist knowledge source for consultants. * Updating of the internal knowledge store iKnow * Feedback on training issues to relevant team leaders * Identification, investigation analysis and problem solving of systemic issues across the organisation.

* Assess underwriting applications * Liaise with the fund administrator * Communicate with members regarding outcomes, and any additional requirements. * Internal audit committee * Update internal databases.

* Investigation and responding to formal customer complaints. * Investigation and response to matters hearing at the SCT. * Investigation of litigated matters. * Liaising with the trustee office to ensure the best possible client and member outcomes. * Working with internal and external parties to solve member complaints and escalations. * Staff training and feedback for relevant departments. * Identification of training caps. * Continuous improvement reporting. * Statistical analysis and reporting for the client and internal stakeholders with respect to complaints and SCT enquiries. * Creation of team Quality Assurance program for complaints team. * Trustee representative and signatory for Total Impairment Benefits, Permanent Incapacity Benefits and Death Recommendations. * Participate and evaluate changes to client and internal processes/significant event planning sessions.