Overview

The General Advice Specialist supports members to make informed decisions about their superannuation and retirement by providing clear, accurate and compliant general financial product advice within the scope of the Retire360 Australian Financial Services Licence, approved policies, procedures and client-fund requirements. The role delivers a high-quality member experience, explains options and strategies without providing personal advice, recognises when a member requires factual information or personal advice, and facilitates an appropriate referral. The role provides general advice and education that assists members’ understanding at key stages of their superannuation and retirement journey. The role operates within clearly defined advice processes, standard scripts and regulatory controls to ensure compliant, consistent and efficient service delivery.

Key Accountabilities and main responsibilities

Strategic Focus

- Support Retire360’s purpose by delivering accessible, high-quality general advice that helps members understand their superannuation and retirement options.
- Deliver consistent general advice across participating client funds and channels to support a scalable, member-first service.
- Provide feedback and observations on member education, referrals and service processes to support continuous improvement activities led by others.

Member Advice and Service Delivery

- Provide structured general advice and education on superannuation and retirement-related topics.
- Provide general advice, ensuring all required disclosures and warnings are delivered in line with regulatory and organisational requirements.
- Understand and clarify member enquiries while maintaining the boundaries of general advice.




- Explain product features, benefits, risks and general strategy concepts in a clear and balanced manner.
- Identify personal advice needs, complex circumstances, vulnerability, complaints and financial hardship, and refer appropriately.
- Promote and facilitate referrals to personal advice services where suitable.
- Deliver professional, inclusive and empathetic member service tailored to varying levels of financial literacy.
- Maintain accurate records and comply with all risk, compliance and governance requirements.
- Support positive member outcomes by enhancing understanding of superannuation and retirement options.

Operational Management

- Manage inbound and outbound member interactions, completing all associated administration within agreed service standards and workforce requirements.
- Maintain accurate and comprehensive records of member interactions, advice notes, disclosures, referrals and outcomes within approved systems and platforms.
- Provide required documentation, including Financial Services Guides and other regulatory disclosures, in accordance with approved processes.
- Use only current and approved tools, calculators, product information, knowledge resources and operational procedures.
- Achieve agreed quality,



productivity and service metrics while prioritising member outcomes and adherence to advice boundaries.
- Work is performed under regular supervision with discretion limited to interpreting and applying established procedures.
- Meet defined quality and productivity targets as monitored through call reviews, calibration and compliance checks.
- Participate in business initiatives, campaigns or process changes as directed to enhance member experience and operational effectiveness.

Capability and Continuous Improvement

- Complete initial and ongoing training, assessment, accreditation and continuing career development relevant to the role and authorised advice scope.
- Maintain current knowledge of superannuation, retirement, product and regulatory requirements relevant to approved general advice topics.
- Actively participate in coaching, call calibration, quality review and feedback activities, and promptly implement agreed improvements.
- Share member insights, recurring enquiry themes, referral quality observations and process issues with leaders to support service improvements.
- Support colleagues by sharing information, assisting with workload peaks and contributing to team goals.
- Actively respond to coaching and feedback to maintain high service and compliance standards.
- Actively contribute to a collaborative and supportive team culture.

Governance & Risk

- Provide financial product advice only within the authority, competency and scope approved for the role and the relevant Australian Financial Services Licence.
- Maintain a clear boundary between factual information, general advice and personal advice, and refer members when their request requires consideration of personal circums

📌 General Advice Specialist (Australia)
🏢 Link Group
📍 Australia