Posted 14 days ago
Description
Are you passionate about delivering exceptional service and solving complex problems? Do you thrive in a fast-paced environment where your initiative and attention to detail make a real impact? If so, we want you on our team!
We're looking for Customer Service Officers to join our superannuation contact centre team. In this role, you'll be the go-to expert for resolving complex member queries, supporting stakeholders, and driving continuous improvement in service delivery.
This role will require you to work a rotating roster from 8am-8pm Monday to Friday. At MUFG we support work-life balance with a hybrid setup: 2-3 days in our Parramatta office, the rest from home!
Note: This is a 6 month fixed-term contract.
What You'll Be Doing
- Deliver first-call resolution by anticipating member needs and taking full ownership of enquiries
- Act as the first escalation point for challenging or sensitive cases involving members, beneficiaries, and trustees
- Investigate and resolve issues with professionalism and empathy
- Meet and exceed KPIs across calls, admin tasks, and written correspondence
- Collaborate with your team to share ideas, support goals, and contribute to a positive team culture
- Participate in ongoing training and proactively build your superannuation knowledge
- Stay informed on industry trends and legislative changes
- Support the Team Leader with high-priority requests, projects, and workflow management
- Identify risks and recommend process improvements to enhance service delivery
- Ensure all work meets quality standards and complies with regulatory requirements
What You Bring
- Proven experience in customer service, ideally within superannuation or financial services
- Strong problem-solving and investigation skills
- Excellent communication - both written and verbal
- Ability to manage competing priorities and meet deadlines
- A proactive mindset with a passion for continuous learning
- Confidence in handling escalations and sensitive conversations
- A collaborative spirit and commitment to team success
- Ability to commit to 4 weeks' full-time training onsite.
Why Join Us?
- Be part of a supportive, high-performing team
- Make a real difference in members' financial wellbeing
- Gain exposure to complex superannuation processes and stakeholder management
- Enjoy opportunities for professional growth and development
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