Senior Member Services Specialist | Superannuation

Sydney CBD | Full-time office-based role

About the Company

Our client is a well-established and fast-growing player in the Australian financial services and investment management sector. Recognised for their innovative approach, strong market presence and commitment to helping Australians achieve their long-term financial goals.

As the business continues to expand their superannuation offering, they are looking for an experienced superannuation professional to join their Member Support team in a newly created senior position .

The Role

This is an exciting chance for an experienced superannuation professional seeking a role that combines technical knowledge, member support, technology and continuous improvement. You’ll become the team’s go-to superannuation SME , managing member enquiries and escalations while coaching colleagues across superannuation concepts, products and processes.

You’ll also support the launch of new superannuation products, working closely with Product, Engineering, Operations and Compliance to improve the platform, internal processes and overall member experience.

This is a varied, hands-on role with significant scope to make the position your own and potentially progress into a leadership opportunity as the function grows.

Key Responsibilities

- Act as the team’s superannuation subject-matter expert and escalation point for complex member enquiries and issues.
- Manage complex member matters end-to-end across phone, email and digital channels.
- Support members across contributions, rollovers, withdrawals, pensions, account administration,



investment options and platform functionality.
- Coach and support Customer Support team members across superannuation concepts, processes and member scenarios.
- Partner with Product, Engineering, Operations and Compliance to investigate and resolve member and platform issues.
- Identify recurring member pain points and provide insights that contribute to improvements across products, processes and digital journeys.
- Support the testing and implementation of new platform features, enhancements and superannuation-related changes.
- Develop and maintain knowledge articles, escalation guides, process documentation and training materials.
- Identify opportunities to improve workflows and processes through technology, AI and automation.
- Maintain strong compliance, risk and quality standards across member interactions and superannuation processes.

About You

- At least two years’ experience in a hands-on, member-facing superannuation role, potentially gained within member services, fund administration or an investment platform with genuine superannuation exposure.
- Solid practical knowledge of superannuation, including accumulation and pension products, contributions, rollovers, withdrawals and member administration.




- Experience managing complex superannuation member enquiries and escalations across phone, email or digital channels.
- The ability to clearly explain complex superannuation concepts and processes to members and colleagues.
- An RG146 qualification in Superannuation or an equivalent qualification.
- Confidence working with systems, data and technology, with an interest in digital platforms and innovation.
- Strong communication skills and a collaborative approach to working across different teams.
- A proactive problem-solver who enjoys identifying member pain points and finding better ways of working.

Why Join? This is a newly created role offering the opportunity to take your superannuation experience in a broader direction .

You’ll remain close to members and complex superannuation matters while gaining exposure beyond traditional member services or administration. You’ll work alongside Product, Engineering, Operations and Compliance and play an important role in the launch and continued development of the business’s superannuation offering.

As the function grows, there may also be an opportunity to develop into a leadership position and help shape the future direction of the team.

Key Details:

- Permanent full-time position
- Sydney CBD (full-time office-based)
- Salary: up to $110,000 + Super DOE

If you’re an experienced superannuation professional who enjoys solving complex member matters, sharing your expertise and improving how things are done, we’d love to hear from you.

📌 Senior Member Services Specialist | Superannuation (Sydney)
🏢 Keegan Adams Recruitment
📍 Sydney