This 9-month full time contract as a Member Services Specialist offers the opportunity to provide dependable, customer-focused support to superannuation members. In a collaborative and inclusive team environment, you'll handle inquiries with empathy, guide members through complex processes, and deliver expert advice tailored to their needs. If you're passionate about helping others in a supportive setting, apply now!

What you'll do:

As a Member Services Specialist based in Melbourne, you'll be the friendly face (or voice!) guiding superannuation members through their financial journeys. Your day will be all about delivering top-notch support-whether it's answering questions with clarity and warmth, helping members navigate processes like account updates or claims, or breaking down legislative changes into easy-to-understand insights. You'll collaborate with internal teams to resolve concerns quickly and efficiently, ensuring every member feels heard and supported.

You'll also keep things running smoothly behind the scenes by maintaining accurate records in the CRM system and staying up-to-date on industry developments. Success in this role comes from your ability to juggle tasks like a pro, connect empathetically with members, and thrive in a positive, team-oriented environment.

Here's what your day-to-day might look like:

- Deliver exceptional customer service across phone and email channels, making sure every interaction is handled with care and professionalism.
- Respond promptly to inquiries about superannuation accounts, contributions, withdrawals, investment options, insurance matters, and compliance requirements.
- Empower members by educating them on policies, processes, and legislative changes that impact their finances.
- Assist with account updates like beneficiary nominations,



fund rollovers, and claims processing.
- Investigate and resolve complaints or escalated issues with sensitivity and efficiency.
- Work closely with internal teams to ensure seamless resolutions for member concerns.
- Keep meticulous records of member interactions in the CRM system to maintain transparency and accuracy.
- Stay informed about industry regulations so you can provide up-to-date advice tailored to each member's needs.
- Share insights from your daily interactions to contribute to process improvements that enhance the overall member experience.
- Support team training initiatives by sharing your knowledge and fostering a culture of continuous learning.

What you bring:

We're looking for someone who knows their way around the superannuation world and has a knack for turning complex inquiries into clear solutions. You're empathetic, detail-oriented, and thrive under pressure - all while keeping your communication polished and professional. If you've got RG146 certification or relevant qualifications in finance or business administration, that's a bonus! But above all else, we want someone who genuinely cares about supporting members through their financial journeys.

Here's what makes you stand out:

- At least 1-2 years of experience in the superannuation industry (this is non-negotiable).




- A proven ability to handle complex member inquiries with empathy and professionalism - even when things get tricky!
- Excellent verbal and written communication skills that make every interaction feel personal yet professional.
- Proficiency with CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
- Impeccable attention to detail paired with strong organisational skills.
- Relevant qualifications in finance or business administration are desirable but not essential; RG146 certification is highly regarded as a sign of your commitment to industry standards.

What sets this company apart:

This isn't just another job, it's an opportunity to join one of Melbourne's most respected superannuation providers where people truly matter. The workplace is inclusive, diverse, and collaborative place where everyone feels welcome regardless of background or experience level. Professional growth is encouraged through ongoing training opportunities, while staff contributions are regularly recognised (because hard work deserves appreciation!).

The company is big on continuous improvement too, your ideas won't just be heard; they'll be valued as part of a shared mission to deliver better outcomes for members every day. With competitive pay packages based on experience plus access to resources that support personal development, this organisation offers the perfect blend of purpose-driven work and supportive leadership.

What's next:

Ready to make a real difference? Apply now! Let's help members navigate their financial futures together in a collaborative environment where your skills will shine!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Karissa Kelly on 03 8628 2*** for a confidential discussion.

📌 Sourcing Role (Melbourne)
🏢 Robert Walters
📍 Melbourne