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 team-oriented 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

📌 Customer Service Officer (New South Wales)
🏢 MUFG Pension & Market Services
📍 New South Wales