Are you passionate about delivering exceptional service and solving complex problems? Do you thrive in a rapid-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 (Victoria)
🏢 MUFG Pension & Market Services
📍 Victoria
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