Team Member, Customer Contact

Join to apply for the Team Member, Customer Contact role at Acenda

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Join to apply for the Team Member, Customer Contact role at Acenda

Are you committed to bringing your best to life every day?

In 2025, MLC Life Insurance is embracing a new brand identity: Acenda.

Under this new brand, we're taking our long-standing heritage into a new era, empowering a brighter future with security and confidence.

Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same.

We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they're proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other.

The role

We have multiple permanent opportunities available for Customer Support Team Members to join our Melbourne based Customer Contact team. This rare-entry level role is well suited for those looking for an opportunity to kick-start their career in Financial Services.

Upon commencing, you will start with a group of new work mates where your first few weeks will be spent in an interactive learning environment understanding our products, processes, and systems to assist our customers with simple enquiries (taking payments, updating payment details and resending correspondence).

After this, you will move onto the Contact Centre floor where you'll get the opportunity to meet and engage with the wider team. You be supported by our Coaches and Leaders as you begin to interact with our customers and clients over the phone and continue to develop your skills and gain confidence in your new role.

Within your first few months you will continue to receive training as you begin managing more complex customer queries. Over time, you will also help advisers with their enquiries about their customer's existing policies as well as assisting with and providing updates on new business applications.

As you continue to flourish in your role in your first year at MLC Life Insurance, we will provide you with further opportunities to upskill across various products, learn more about and connect with other areas of the business, and become a technical expert within the team.

About you

You must have the flexibility to work a rotating roster between the hours of 8.30am and 6pm. You will also:

• Have a strong background in customer service;
• Be reliable with the ability to work under pressure;
• Have experience working to & achieving KPIs;
• Have excellent verbal & written communication skills;
• Have the ability to pick up systems with ease;
• Be self-driven with the ability to work well autonomously and with a team; and
• Have exceptional work ethic and strong willingness to learn.

Bringing our best to life - why join us?

• We do work that makes a genuine difference to our customers, partners and community.
• We have a supportive, inclusive and flexible team culture, including hybrid working.
• We support your growth and development, and careers across our business units and teams that are as unique as our people.
• We reward and celebrate our successes, through our incentive and recognition programs.
• We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave.
• We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our Reconciliation Action Plan and sustainability commitments.

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.
Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionFinance and Customer Service
• IndustriesFinancial Services and Insurance

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