Job Description
Description
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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!
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We're looking for
Customer Service Officers (Hub Specialists)
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.
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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 office (after initial training), the rest from home!
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What You'll Be Doing
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Deliver
first-call resolution
by anticipating member needs and taking full ownership of enquiries.
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Support with administrative tasks, system processing and written correspondence.
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Act as the
first escalation point
for challenging or sensitive cases involving members, beneficiaries, and trustees
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Investigate and resolve issues with professionalism and empathy
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Meet and exceed KPIs across calls, admin tasks, and written correspondence
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Collaborate with your team to share ideas, support goals, and contribute to a positive team culture
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Participate in ongoing training and proactively build your superannuation knowledge
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Stay informed on industry trends and legislative changes
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Support the Team Leader with high-priority requests, projects, and workflow management
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Identify risks and recommend process improvements to enhance service delivery
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Ensure all work meets quality standards and complies with regulatory requirements
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What You Bring
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Proven experience in customer service, ideally within superannuation or financial services
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Strong problem-solving and investigation skills
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Excellent communication-both written and verbal
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Ability to manage competing priorities and meet deadlines
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A proactive mindset with a passion for continuous learning
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Confidence in handling escalations and sensitive conversations
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A collaborative spirit and commitment to team success
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Ability to commit to 4 weeks' full time training onsite.
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Why Join Us?
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Be part of a supportive, high-performing team
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Make a real difference in members' financial wellbeing
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Gain exposure to complex superannuation processes and stakeholder management
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Enjoy opportunities for professional growth and development
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📌 Customer Service Officer (Hub Specialist) (Victoria)
🏢 MUFG Pension & Market Services
📍 Victoria